Аналитик данных клиентского сервиса

Salmon Group Ltd provides financial services and focuses on creating scalable support processes, shared standards, and tools to ensure efficient customer issue resolution. The Customer Service Analytics team acts as the data backbone, managing operational reporting, data mart hygiene, request categorization, workload forecasting, and end-to-end customer journey analytics to improve service performance.

• Build end-to-end analytics of CS processes across customer requests;
• Own core process metrics including repeated contacts, cost, handling time, escalation rate, backlog, aging, SLA, and stage duration;
• Build dashboards, datasets, and reports to help leadership, Product, and Operations identify process bottlenecks;
• Translate business problems into analytical and technical requirements for logging, CRM structure, and process design;
• Step in beyond the defined scope to support team objectives.

• 2–3+ Years of hands-on experience in data analytics;
• Strong SQL skills and analytical thinking;
• Ability to manage multiple priorities independently;
• Ability to document metric logic, assumptions, data sources, and limitations;
• English (fluent for working with business and technical stakeholders);
• Nice to have: Degree in Computer Science, Engineering, Mathematics, Statistics, Data Science, Economics, or related field, experience with operational, CS, CRM, or process analytics data, experience using Python or pandas for ad hoc analysis, experience with statistical analysis.

• No conditions specified