Hybrid Senior Reporting Analyst

at Perk

• Job title: Senior Reporting Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Tableau
• Location requirements: Hybrid, Barcelona, Spain

About the role

• Senior Reporting Analyst ensuring timely data insights for Customer Care teams at Perk. Driving operational performance and reporting structure while coaching an analyst.

Responsibilities

• Define and document unequivocal definitions for the key performance indicators, aligning the needs of the different stakeholders involved
• Design, with the relevant stakeholders and decision-makers, the required dashboards to track performance, of both business-as-usual activities and specific projects
• Work with Tools and Data to structure and automate key reports and dashboards to monitor the business performance
• Work cross functionally with other teams including quality, training, workforce management and operations, to understand the voice-of-the customer data, recommend continuous improvements, and drive change
• Write regular business performance reviews including weekly and monthly updates and quarterly business reviews, interpreting the recent evolution and highlighting issues
• Perform deep-dive analysis on KPIs, to extract insights on underlying issues and challenge existing processes. Proactively contribute to the development of the overall customer experience including development/improvement of systems and data
• Ensure the data is kept true and consistent following product releases and updates to our tools
• Identify bottlenecks in data collection and sharing and work with stakeholders to define processes to make data available in a timely manner, including real-time where relevant
• Contribute to maintain a single source of truth by identifying potential inconsistencies and working with the Tools and Data teams to mitigate them
• Work closely with the Strategy function by helping to generate hypothesis and to build a fact-based to support decision-making
• Support other departments in Customer Care in setting up consistent dashboards and by sharing knowledge about the definitions and potential of our data
• Spearhead a culture transformation to place data as the driver of prioritization and decision-making across Customer Care
• Coach an Analyst to extend the capacity, reach and impact of the Reporting function
• Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
• Shape the direction of the team, keep them focused and motivated to deliver the right results in an ever-changing business environment
• Understand and demonstrate Perk’s core values and leadership principles

Requirements

• Significant experience and seniority, gained over many years of honing knowledge and skills in an operational reporting function
• Strong understanding of the operational dynamics and KPIs of a contact center
• Experience writing communications for middle and top management
• Strong business acumen with an ability to understand the direction and goals of the business
• Strong analytical problem solving skills to work with complex data and information and present findings, issues and recommendations in a clear and concise manner
• Business Intelligence knowledge and experience with Analytics tools (e.g. Looker, Tableau)
• Comfort working under tight deadlines and with limited or ambiguous information
• Ability to work independently, anticipate problems and suggest solutions
• Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organization
• Relationship building skills as a collaborator, connector and networker
• Fluent written and oral communication in English
• Self-organized, proactive and strong attention to detail
• Growth mindset

Benefits

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of vacation days plus public holidays
• Take control of your physical health with your choice of private healthcare or a gym allowance
• Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Make your money go further with our flexible compensation plan
• Focus on your family with 17 weeks’ paid parental leave during your child’s first year
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Nurture your language skills with in real-life English, Spanish and Catalan lessons
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
• Let us help you move to one of our hubs with relocation support