CRT Data Management and Business Analyst Specialist

CRT Data Management and Business Analyst SpecialistDescription -Job scope/summary:EMEA Customer Relations Team (CRT) is safeguarding the HP brand by providing the right experience for every customer at the right cost through prevention, proactive care, and differentiation. CRT acts as thevoice of the Customertodrive improvementsacrossCS and to retain customer loyaltythrough pro-active customer engagementand by providing best-in-class complaints resolution.Within this Organization, the SETI team has the responsibility to drive innovative improvement actions to prevent complaints from happening, to enhance the portfolio of solutions available to the agents to support our customers, and to design, deploy and control the processes used by the agents, and the metrics and reports used by the organization to manage the operation.Job specifics/responsibilities:The responsibilities will include one or more of the following:Create accurate reports and visualization toolsAutomation and industrialization of reportsWeekly/Monthly monitoring of operationsWeekly/Monthly/Quarterly reporting of performance to the different management layer (from direct manager to CS leadership team)Be quality oriented and critically evaluate the output of data extractionsContinuously improve data organization, automation and accuracyHelp the team turn fragmented data into Operations Intelligence that will be used to support business decisions.Organize/ integrate data so that it can be used to support consultancy and business analysisStructure databases which enable both high level management reports and deep dive analysisPartner with business teams to ensure data is complete, accurate & reflects realityMake data available on agreed timeframe in a centralized way.Provide meaningful analysis and propose strategic business improvementsDeep-dive into processes to achieve a complete end-to-end understanding and collect/provide meaningful dataInteract with CS business analysts to understand external environmental changes and potential impacts to the performance, and provide synthesis to operations as neededProvide narratives on performance deviation and propose corrective action plansRun Predictive Analytics to forecast complaint volume or other key CRT metric evolutionModel the investment/saving points to use the CRT budget to support our strategyThe candidate should be detail-oriented and quickly interpret incoming information.Key deliverables/accountabilities:Design, deploy and maintain the infrastructure that supports CRT reporting capabilities and CRT owned toolsDesign, deploy and maintain the mechanisms/processes to gather the data required by CRTProvide the necessary reports to manage CRT operationsProvide the framework to perform the periodical reviews within the CS organization (weekly/monthly/quarterly)Provide the framework to report and forecast accurately CRT costsDefine key performance indicators and targets to run the businessPerform deep dive analysis on volume, costs, sNPS and turnaround timeInvestigate, identify and understand correlation of CRT metrics with other CS/HP team metricsWorking relationships:InternalCountry CRT departmentsEMEA and country CS departmentOther HP departments involved in customer case handling (sales, etc.)Finance and Procurement departments for tasks related to commercial solutionsExternalPartners, Suppliers, CustomersEducation (degree) and professional experience required:University degree preferably in areas linked to Data Management, Business Administration or Engineering7+ years of professional experience in Data Engineering and Analytics and/or Business/Finance analysisWork experience from an international environment is an assetOther requirements:Excellent English, Ability to demonstrate verbal and written communicationOther European languages will be an advantagePersonal skills and qualities:Highly motivated in business understanding and “playing” with high volume of dataAbility to quickly and accurately organize data and transform it into visual tools and meaningful informationDetail Oriented with ability to explain the global pictureAbility to communicate across functional boundariesStrong quality oriented, can-do attitudeGreat team player, flexible, optimist!Proactive & confident, can work largely unsupervised in a Virtual environmentEagerness to learn and improve, good listenerTechnical skills (procedures and documents the employee has to be acquainted with):Strong expertise in SQL, ASP.NET, Power BI, Excel, VBA, IRS Reporting StudioSkills in Data Management (Engineering) together with a strong motivation for business and financial analysis and understandingKnowledge in RPA/Automation or in Phyton/R will be an advantageDemonstrate knowledge of corporate organization and policies.#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Tunisia)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.