Data and Report Analyst for Customer Service

at  Swarovski

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Data and Report Analyst where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.
About the job

Your responsibilities include, but are not limited to:

• Develop and maintain quantitative and qualitative reports aimed to provide critical information at different levels of detail.
• Maintain and improve the current reporting system.
• Work closely with management and provide support by creating and facilitating clear and effective reports and dashboards, and be responsible for an efficient information communication.
• More in details: be the owner of the reporting related to all the CS KPIs such as Osat, SLA, Volumes, and Quality Framework related metrics. Maintain the headcount reporting, and the SEP related information.
• Assist management with data deep dives and by providing additional ad hoc reports and information.
• Assist on the forecasting related to volumes and headcount, and advise on out of ordinary staffing requirements
• Analyze data to identify trends and develop ad hoc proposals for management
• Be a bridge between the assigned functions and the HQ Data Team
• Carry out defined administrative and maintenance tasks on the Client’s SAP based Customer database.
• Be responsible for the Year End reporting.
• Present data and analysis in an engaging and effective way

About you

We are looking for a unique and amazing talent, who brings along the following:

• Ability to plan and prioritize all tasks effectively.
• Experience in liaising with management and providing stakeholders with relevant insights based on data
• Excellent communication skills, able to communicate clearly in the relevant format, at all levels GBS, Central, and Market Clusters.
• Proficiency in interpreting data, analyzing results using statistical techniques, and providing ongoing reports.
• Proficiency in using analytics and modeling techniques to determine trends.
• Experience in working closely with Quality and Training Specialist on preparing CSAT analysis suggesting improvement areas for processes and preparing materials for corrective feedback to be delivered by Team Managers.
• Ability to see beyond the data and be able to define real problems, and their solutions.
• Experience in CS is welcome along with understanding of the main KPIs and the Org’s needs
• Proficiency in Excel, Power Query, Power Pivot
• Experience with SAP
• Good knowledge of Tableau, Power BI, or other data visualization tools
• SQL and database management knowledge is preferred
• Ability to work individually, and occasionally in team.

Masters of Light Since 1895
Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.
Founded in 1895 in Austria, the company designs, manufactures and sells the world’s finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.
Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.

• Develop and maintain quantitative and qualitative reports aimed to provide critical information at different levels of detail.
• Maintain and improve the current reporting system.
• Work closely with management and provide support by creating and facilitating clear and effective reports and dashboards, and be responsible for an efficient information communication.
• More in details: be the owner of the reporting related to all the CS KPIs such as Osat, SLA, Volumes, and Quality Framework related metrics. Maintain the headcount reporting, and the SEP related information.
• Assist management with data deep dives and by providing additional ad hoc reports and information.
• Assist on the forecasting related to volumes and headcount, and advise on out of ordinary staffing requirements
• Analyze data to identify trends and develop ad hoc proposals for management
• Be a bridge between the assigned functions and the HQ Data Team
• Carry out defined administrative and maintenance tasks on the Client’s SAP based Customer database.
• Be responsible for the Year End reporting.
• Present data and analysis in an engaging and effective wa