Job Title: Senior CX Reporting Specialist
Job Overview
This role involves conducting forecasting and capacity planning to ensure optimal staffing levels. It requires effective communication skills, a strong analytical mindset, and the ability to work with cross-functional teams to align on CX goals and staffing requirements.
The successful candidate will support scheduling and make real-time adjustments to meet service demands effectively.
Key performance metrics will be monitored and reported on to drive operational efficiency.
Reporting processes and tools will be enhanced through automation and advanced data analysis.
Requirements
* A Bachelor's degree in business Analytics, Statistics, Information Systems, or a related field. A Master's degree is also beneficial.
* At least 2-3 years of experience in data analysis, reporting, or customer experience-related roles.
* Effective communication skills to work with other related departments.
* Strong English skills and knowledge in Excel, SQL, Power BI/Tableau, Python or R (optional but preferred), and CRM systems.
* Ability to work with new systems.