Business EnvironmentThe Customer Support & Services Delivery (CSSD) Business Insights and Analytics is a team within the Digital and Transformation Organization focused on supporting CSSD Businesses with data, reports, and insights to improve Customer experience and drive operational excellence through the right set of actionable metrics to accelerate innovation and transformation, specifically supporting the Customer Care Center Organization.Job SummaryThis role is responsible for collecting, analyzing, interpreting, and presenting data to support decision-making and provide insights to the organization. The role works with large datasets to identify trends, patterns, and correlations, helping businesses make informed choices and optimize their operations. The role utilizes various tools, techniques, and analytical skills to extract meaningful information from data and communicate findings to non-technical stakeholders.ResponsibilitiesUnderstanding business requirements, creating reports, analytics, and business intelligence.Working with global reporting teams to set up and adapt standard reporting based on business requirements.Collaborating with Customer Care Center teams/internal customers to capture and meet business requirements.Creating reports and business intelligence to better understand operational performance of our Contact Centers.Providing insight on call drivers and customer satisfaction drivers.Analyzing ways to avoid calls by providing solutions on the web.Identifying anomalies in data to enable issue prevention.Optimization and standardization.Identifying improvement opportunities.Education & Experience RecommendedFour-year Degree in Mathematics, Statistics, Economics, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.Work experience is not required, but appropriate internships related to the job content would be a plus.Preferred CertificationsProgramming Language/s Certification (SQL, Python, or similar).Knowledge And SkillsData Analysis, Data Management, Data Modeling, Data Quality, Data Science, Data Visualization, and Data Warehousing.Using data collection and analysis tools and software packages to gather, integrate, and analyze data from multiple sources.Strong analytical, statistical, and problem-solving skills.Understanding of industry quality standards and methodologies.Using empirical and root-cause analysis, modeling, and testing methodologies to identify areas for process improvement.Excellent written and verbal communication skills; mastery in English.Ability to effectively communicate plans, proposals, and results, and negotiate options at different levels.What We OfferOpportunity to work in an international organization with colleagues from all over the world.Diverse, continued internal growth and career opportunities, including HP's own learning platform and LinkedIn Learning.An attractive benefits package:Health & Life insurance.Lunch at reduced prices at our canteen/ticket restaurant vouchers.HP product discount.Work-life balance / flexible working hours.Women, Pride, Young employees, Sustainability, and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.We also dedicate time and resources to contribute to our community through Corporate Volunteering activities, including our onsite HP Charity day.Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinated activities.We have an onsite Doctor and medical team for our employees, including services such as nutrition, physiotherapy, and general health.Printing Happy hour – from photographs to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models.Dedicated lactation room.Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on improving business acumen, work-life balance, and skills of the future.Sounds like you? Apply and let's have a talk!Sales and Services Entity (ES11)
#J-18808-Ljbffr
