REPORTS ANALYST
Make your next big career move by applying as KMC Solutions' next REPORTS ANALYST
Zenni is hiring for a Sr. Customer Service Reports Analyst. The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni’s Data Engineering team.
On top of your salary, here are the exciting benefits you can look forward to:
- Healthcare
- Generous PTO
- 13th Month Pay
- Monthly De Minimis
- Annual Zenni Gift Card - to use towards our products
The main responsibilities of a REPORTS ANALYST include:
- Analyze data and metrics on Customer Service team operations and performance
- Regularly report to internal Zenni stakeholders of all levels
- Identify trends to optimize performance
- Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations
- Design metrics and production dashboards using data visualization tools to create visibility into customer service health
- Maintain and iterate on your dashboards to continue to drive increased value through additional business insights
- Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented
- Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints
- Interface with cross-functional stakeholders to partner on data-informed strategic decision-making
To apply, you must be an expert on the following requirements:
- Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields
- 2+ years of experience in Data Analytics
- Experience with a data visualization tool (e.g. Looker)
- Excellent verbal and written English communication skills
- Strong problem-solving skills and the ability to propose innovative solutions
- Effective project management skills with the ability to prioritize and manage multiple tasks
- Extensive SQL Skills
- Knowledge of CRM and CCaaS systems and their integration with business processes
- Analytical thinking with a focus on translating data insights into actionable strategies
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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