SME/Performance analyst

About the role

This role requires technical skills in a Connected environment (Automotive sector) and business analysis competencies. The function analyzes data collected from customer touchpoints and generates insights to help drive a positive ownership experience. The service is tasked with monitoring the performance of operational and feature-based (remote services) goals. It is also responsible for advanced analytics, predictive modeling, and telephony analytics. Collaborates with Internal Customers (Account, Service Design, Operations, Quality Team, Technical departments) Interacts and collaborates with Customer Care Suppliers.

Responsibilities:

• Monitor data accuracy in reports and ensure any discrepancies or issues are managed.
• Autonomously analyze volume trends and Customer Care KPIs in the reference perimeter, understanding in advance what is happening and activating action plans in case of issues together with the suppliers.
• Constantly monitor, with weekly calls, the work of suppliers and the plan by Connected Services colleagues both for the technical resolution of problems and for new telematic box launches
• Create and maintain operational and other agreed reports, ensuring that reports are published on time.
• Create ad-hoc reports as requested in the timeframes agreed. 
• Manage report enhancement process from request to delivery.
• Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics
• Responsible for timely analysis of customer information and contact drivers to support Customer Care, issue resolution and provide input for future development of connected features and services 
• Conduct data mining, build predictive models and make recommendations to anticipate future customer demands and increase call center efficiency and effectiveness 
• Identifying and revising reporting requirements. 
• Interpret data, analyze results and provide ongoing reports.

Requirements:

• Goal-oriented and self-directed · Technical knowledge of automotive connectivity solutions 
• Knowledge of Salesforce (person must autonomously work on Salesforce to monitor and control individual customer care cases and overall results) 
• Demonstrated enthusiasm and ability to drive change 
• Strong verbal and written communication skills 
• Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint) Advanced/complementary skills 
• Experience with PBI
• Experience as a business analyst. 
• Ideally experience in the automotive area
• Bachelor’s degree in business administration, Data Analytics or Statistics (preferred)

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives