Smartaira is seeking to deliver insights that drive smarter decisions, stronger customer satisfaction, and improved operational efficiency through advanced analytics and business acumen.
Requirements
- Proficiency in Excel, SQL, or other data analysis tools.
- Experience with data visualization and reporting.
- Experience in customer experience analytics, contact center operations, or process improvement.
- Familiarity with BI platforms such as Power BI, Tableau, or Looker.
- Exposure to platforms such as Freshdesk, Crexendo, or HEX.
- Knowledge of project management methods and collaboration tools.
Responsibilities
- Analyze business processes to identify opportunities to improve efficiency and customer experience.
- Assess agent productivity metrics, including manpower planning and first-call resolution rates.
- Conduct financial modeling, including property-level performance reviews and detailed cost analysis.
- Build automated dashboards and custom reports to track KPIs and operational performance.
- Translate complex data into clear, actionable insights for leadership and stakeholders.
- Partner with cross-functional teams and external resources to ensure timely execution of initiatives.
- Present recommendations in a format that informs decisions at the executive level.
Other
- Bachelor’s degree in Business, Analytics, Finance, Industrial Engineering, or a related field.
- Strong analytical and problem-solving skills with the ability to connect data to business outcomes.
- Excellent communication skills, able to present insights to technical and non-technical audiences.
- Ability to manage multiple priorities and collaborate effectively across teams.
- Travel requirements not mentioned
