Everything you are looking for and more Analyze relevant data that helps ensure the correct development of the company's activities, with the aim of improving the customer experience.
Seek to detect problems and incidents in order to minimize their appearance and optimize processes.
Identify and pursue end to end customer (B2C/C2C Retailers, PUDO points, end buyers) quality problems occurring in any step pf our value chain (warehouses, transportation, IT logistics, PUDO network operations, International Operations, Customer Service, etc..).
This position will be embedded within the Customer Care Team.
What responsibilities and objectives will you have?
Develop compelling dashboards to measure the impact of new initiatives.
Work closely with strategy team to identify quality problems, implement data-driven solutions and define key success metrics.
Conduct weekly KPI reporting to help broader teams make insightful data-driven decisions.
Provide critical analytical insight into the drivers of unexpected volume variations and how this affects the service the business delivers.
Report on daily and weekly performance KPIs to assist and support Customer Service Team on its day to day operations.
Coordinate project from the IT Side with the onboarding of new external partners and support on planing and sizing of contact center teams.
Analyze claims from merchants files Identify, Develop and maintain end to end quality improvement projects on Inpost Spain through the Customer Service Team.
Support on internal incidence solving: Understand the incidence reported from CC agents; Gather information & synthetise the data from the current incidence and Share the analysis and pursue the IT team to solve the incidence Well, what will the requirements be?
1 to 3 years in data analytics/business intelligence.
Experience on the logistics sector would be a plus but its not required.
Degree (related to data analysis preferred).
Solid knowledge of SQL acquired through extensive experience will be a plus.
Experience with Power Bi.
Proficient in Excel.
Self-starter, self-starter, and detail oriented.
Ability to present and deliver results in their clearest form to relevant stakeholders.
Excellent oral and written communication skills.
What do we offer?
Excellent working enviroment Professional growth within the company Flexible working hours Online platform for lifelong learning Competitive salary Flexible remuneration services can be contracted Inclusive Culture InPost has an Equal Opportunities Plan that promotes equality at all levels.
We aim for equality in the company's workplaces, as it is focused on promotion, within and outside the company, as well as gender equality, diversity, equity and inclusion of people regardless of their abilities and conditions.
