Product Analyst
1 semana atrás
Key Responsibilities:
Product Analytics:
- Conduct deep-dive exploratory analyses to understand user pain points, "ah-ah" moments, and product usage insights.
- Collaborate with product teams to build reusable or ad hoc data views, influencing strategy, design, and development.
- Design, develop, and maintain dashboards and reports using SQL (CTEs, window functions, etc.) or scripting languages, offering real-time visibility into product performance.
- Track and evaluate the success of product launches and A/B experiments; monitor system and product performance post-launch.
- Conduct quality checks on analytics events and recommend enhancements to amplify product performance.
- Participate actively in agile processes, from design through implementation and deployment.
Call Center Analytics:
- Analyze performance metrics (call volumes, handle times, abandonment, NPS/CSAT, agent productivity) to uncover trends and opportunities.
- Partner with Operations, Product, and CX teams to translate call data into process and product recommendations.
- Develop dashboards and KPI frameworks to drive decisions around call routing, workforce optimization, and automation.
- Run root-cause analyses to pinpoint inefficiencies and improve customer journeys.
- Influence product roadmaps and automation initiatives with thoughtful data insights.
- Lead A/B tests and other experiments to measure outcomes in call center performance.
- 5+ years of experience in data/product analysis, including call center analytics.
- SQL expertise; comfortable with complex queries, including CTEs and window functions.
- Proficiency in BI tools like Sigma, Tableau, or Power BI; experience with DBT is a plus.
- Basic knowledge of Python and Git.
- Strong data experimentation and statistical analysis background.
- Expertise in call center platforms and KPIs; Genesys experience is a plus.
- Excellent around cross-functional collaboration (Product, Engineering, CX, Ops).
- Strong problem-solving, critical thinking, and business acumen.
- Creative, proactive, organized, and growth-minded.
- Fluent in English (written and verbal).
- Flexible working options
- Work alongside & learn from best in class talent
- Work within a company with a solid track record of success
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