About Us HelloConnect HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.
HelloFresh HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.
Job Description: HelloFresh is searching for quick learners with a passion for delivering results and improving our daily operations by reporting our business performance against the right metrics. As a Business Intelligence (BI) Analyst, you will support planning and performance monitoring within Customer Care by assisting in organizing, evaluating, and trending various data sources. We are looking for someone who demonstrates a data-driven focus in all work aspects.
You will... Partner with the US CC Business Intelligence team to support the creation of visualizations that depict trends in key performance indicators, such as: interaction volumes; customer experience; operational performance; quality; forecast accuracy; Workforce Management measures; and financial performance. Take data and turn it into insights, providing objective and independent analysis of information in the form of weekly performance reporting decks, QA and audit checks, deep-dives, and ad hoc analyses. Create reports/visualizations in a manner that clearly communicates key results, opportunities, and recommended actions. Create appropriate documentation that allows team members to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary. You are... A data enthusiast who can conduct and evaluate analyses, identifying points of improvement, and developing clear solutions and strategies from the findings. Communicative and able to send clear messages verbally and in written form. Agile and comfortable in working in an ever-changing environment; demonstrates a data-driven focus in all work aspects. Collaborative in a team environment and successful independently. Passionate about the customer and have a strong customer experience orientation. Detail-oriented and possess a high degree of curiosity; you seek to find the answers to questions and root causes of issues. You have... Proficiency in intermediate SQL and Tableau. Ability to use spreadsheets with intermediate formula application and database software (e.g., Excel or Google Sheets). A strong written and verbal communicator of technical information to different types of audiences. Ability to utilize all agent systems and tools such as CCU LMS, BOB, Shelf, Genesys, etc. Experience managing projects.
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