Responsibilities
About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users.
The Service Support Centre (SSC) team are looking for a Regional Business Analyst role who is responsible for building the metrics reporting system to help with business reviews and decision making. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.
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Responsibilities:
Gather, analyze, and report information related to the current support processes.
Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
Create custom data analysis tools, applications, and data manipulation utilities for the team. Innovations will include tools that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and markets.
Provide summary reports on various processes, including volume forecasting.
Provide ample opportunity to analyze various operational aspects of our business, including data gathering to determine strategic direction of the service delivery organization.
Assist in development of key business suggestions and review documents including internal and external business reviews.
Qualifications
Minimum Qualifications
BA/BS degree or equivalent practical experience.
3+ years experience in business analysis and reporting management within Seller Service contact centre environment.
Have strong experience in deep analysis, push results and work effectively across teams.
Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership.
Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
Excellent written, verbal and interpersonal communication skills.
Preferred Qualifications:
Experience in eCommerce or marketplace platforms is a plus.