ABOUT THE ROLE AND THE TEAM:

Join our Consumer Experience team at TKWW, where you’ll play a Crucial role in ensuring the smooth functioning of our ecommerce business. As Analyst, you’ll be an integral part of our team, responsible for managing processes, analyzing data, and providing insights to five improvements at various levels. You will collaborate closely with the team leads, onshore & offshore counterparts and cross functional teams to enhance out data and solve any related issues

RESPONSIBILITIES: 

Process Management:

Update and maintain SOPs and other process documents. Forecast queue volumes and monitor actual performance.

Communication and Collaboration:

Provide timely updates to Team Leads and onshore counterparts. Manage workflow across individual processes Work cross-functionally to enhance data and solve related obstacles.

Data Management:

Maintain data quality controls and assist database users. Implement regular data hygiene and maintenance. Identify data quality issues and suggest automation opportunities

Data Analysis and Visualization:

Leverage data to discover patterns and solve Process problems. Develop visualizations and dashboards for data-informed decisions.

Month and Quarter End Reporting:

Ensure accurate completion of reports.

Zendesk Expertise

Optimize ticket management workflows within Zendesk. Proficient in Zendesk's ticketing system and Explore reporting, and analytics features.

Analytical Skills:

Strong quantitative and qualitative analytical skills. Translate data into actionable insights and recommendations.

Requirements Analysis:

Elicit, analyze, and validate business needs. Collaborate with stakeholders to determine report scope. Prioritize requirements and research process improvements.

SUCCESSFUL CANDIDATES HAVE:

Bachelor's degree; masters or advance degree will be a Plus At least 1-2 years of working experience is required. Preferably working in data analytics or analytical consulting with advanced data manipulation and summarization skills using MS Excel and SQL to fetch relevant data from the warehouse and Zendesk. A strong understanding of data profiling and data cleansing techniques. Advanced proficiency in SQL & Zendesk. Excellent communication and presentation skills with the ability to present and clearly explain data. Experience working with data and calculations within Zendesk or a similar ticketing tool along with a suite of tools like Support, Chat, Talk, Guide, Explore.