About the team :
Managed Services Department is the key touch-points for our client, putting them at the center of everything we do. We are key contributors to our Pulse which is the Client Net Promoter Score.
Managed Services' focus is to support our Client’s Administrators and Employees with their use of Darwin and forge a partnership to continually improve benefit & payroll administration through Darwin.
The Senior Data Analyst will work with different stakeholders within the Managed Services Department but will also collaborate with other teams as business requires.
Successful Senior Data Analyst is organized, methodical has a great eye for detail and a high level of rigor in his or her own work.
The Senor Data Analyst will work in supporting operational teams and demonstrating diligence in work through the time.
The role and your mission :
Maintain forecasting model to deliver a consistently accurate forecast of work, reporting on reasons that impact service or the forecast accuracy;
Develop a scheduling process to show expected volumes and staffing needs within client services, making the best use of the available staff to deliver service;
Produce and maintain management information for internal needs and client needs;
Analyze reasons for calls and emails and support the growth of self-service and our objective to reduce contacts to helpdesk;
Report on adherence issues or where best practice is not being followed to improve adherence and efficiency;
Be the point of escalation for our CRM tools (Zendesk), resolving issues with service and overseeing change requests and new release implementation and testing;
Support the wider business with ad-hoc MI and Data requests;
Responsible for producing performance reporting for the Managed Services Team;
Creation and maintenance of procedures to ensure the role can be covered during periods of leave / absence;
Become a superuser for our BAU systems and support the most effective use of the tools to help deliver service within the Managed Services Team;
Managing CRM administrators performance, addressing any performance or adherence issues;
Effectively lead CRM administrators and inspire others to achieve goals through innovation, quality, and excellence;
Training delivery and sharing expert knowledge : basic Excel Academy, VBA, Data Analytics best practice.
Growth / Development :
New topics : be able to perform research of any work-related topics for projects or meetings using internal tools;
Actively attend team training : Specific Training, soft-skills, Excel Training;
Continually resource best practices and Innovation ideas in Data Analytics domain;
Prove responsibility for own development : keep objectives tracker updated, ask 360 feedback from colleagues as agreed with line manager, identify new areas to develop.
What skills and values you will bring :
Proven ability to define and deliver analytics that have a business impact / A minimum of 2 years as a data analyst / analytics consultant or similar
Demonstrated capability of handling stakeholder demands of increased complexity Experience of analyzing data sets that result in a business outcome;
SQL and Excel expertise;
Experience of BI / CRM tools;
Understanding and experience of relational databases;
Ability to turn requirements into valuable and usable deliverables;
Ability to suggest analytical solutions that will move the needle in terms of what the team can provide;
Excellent written and verbal communication skills, in Romanian and English;
Ability to demonstrate a willingness for continuous learning.
Our PINK benefits and culture :
An opportunity to work in an fast growing, innovative company with lots of room for progression;
A fail-friendly environment that encourages learning and initiative;
Fast-paced agile work environment and the opportunity to work with our impressive clients.