Senior Data & Reporting Specialist at KingMakers

Role Overview:

• The Senior Data & Reporting Specialist plays a critical role in strengthening the effectiveness of the customer service team by harnessing the power of data-driven insights. This key function involves collecting, analyzing, and interpreting vast datasets to provide comprehensive reports, trends, and actionable recommendations.
• By distilling complex information into accessible formats, the analyst empowers the customer service team to make informed decisions, optimize processes, and enhance overall customer satisfaction.

What You Will Be Doing:

• Collect, clean, and organize customer service data from various sources.
• Analyze large datasets to identify trends, patterns, and insights related to customer service performance.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and provide real-time visibility into customer service metrics.
• Collaborate closely with customer service managers and leaders to understand reporting requirements and deliver reports that meet their needs.
• Collaborate with cross-functional teams to identify areas for process improvement and recommend data-driven solutions.
• Identify trends, patterns, and anomalies in customer service data and provide recommendations for process improvements.
• Conduct in-depth root cause analysis of customer issues and provide actionable insights to enhance customer support strategies.
• Automate recurring reporting processes and streamline data workflows to ensure data accessibility and timeliness.
• Build predictive models to forecast customer service demand and optimize resource allocation.
• Develop and automate data pipelines for ongoing data analysis and reporting.
• Mentor and guide junior data analysts in the team.
• Stay up to date with industry best practices and emerging trends in data analytics.

What You Need for This Role:

• Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, or a related field. Master's degree is a plus.
• Must have completed NYSC.
• Proven experience (6+ years) in data analysis, preferably in customer service or related field.
• Proficiency in data analysis tools and languages such as Python, R, SQL, and data visualization tools (e.g., Tableau, Power BI).
• Strong analytical and problem-solving skills with the ability to work with large data sets.
• Excellent communication skills to convey complex data findings to non-technical stakeholders.
• Experience with machine learning and predictive modeling.
• Familiarity with customer service platforms and tools
• Strong attention to detail and ability to work independently.