Missions
Where is the Position?The position is located in Ballerup, Denmark in Northern Europe, in Customer Care Center which is a multicultural team within dynamic & challenging environment.
Which missions will you lead?
As a Data Analyst, you will analyze service data to uncover trends and improve customer experience. Using these insights, develop dashboards and KPIs to guide decisions and boost team performance.Collaborate with stakeholders to ensure data accuracy and deliver impactful, actionable insights. Your main mission will be:
- Monitor and analyze key workforce metrics such as staffing levels, service levels, and productivity to support operational efficiency.
- Partner with Workforce Management (WFM) teams to forecast customer demand and optimize agent scheduling across regions.
- Provide regular performance updates and actionable insights to team leaders in the Nordic and Baltic countries.
- Maintain and enhance KPI dashboards and reports to ensure visibility into team and individual performance.
- Serve as the main point of contact for KPI-related questions, performance reviews, and data clarification.
- Identify trends, anomalies, and root causes in performance data, and recommend corrective actions where needed.
- Extract, clean, and analyze case data from bFO (Salesforce) to support service improvements and customer satisfaction.
- Automate recurring reporting tasks using tools like Excel, Power BI, or Python to improve efficiency and accuracy.
- Conduct both ad hoc and regular analyses to support strategic initiatives and align with business objectives.
- Present data findings in a clear, actionable format tailored to both technical and non-technical stakeholders.
Profil recherché
What are the qualifications we are looking for?Education: Master’s degree in Data Science, Data analytics, Business or Engineering
Work experience: At least 1 year as data analyst (apprenticeship/internship included)
Skills:
- Microsoft Office 365 package - Proficient in data analysis in Excel
- Proficient in Tableau, Power BI, ETL tools
- Knowledge of SQL & Python
- Knowledge of Data modeling, data flow, data monitoring
Personal abilities or skills:
- Digital mindset
- Adept in working with cross-functional and multi-cultural teams, face to face and remotely
- Ability to motivate and influence
- Curious, paying attention to details while keeping a global view
- Well organized