Job purpose:
The Customer Focus Support Analyst is responsible for developing, reviewing and monitoring the continuous improvement of the resulting customer experience. The candidate must strike a balance between skilled analytical skills and an ability to understand the business to support short and long-term improvements. He will be responsible for monitoring and measuring customer experience operational KPIs through analytics, insights and continuous improvement programs. You must be both a novice and adept at driving actionable insights and clarity in a dynamic customer experience landscape.
Areas of Responsibility:
• Standardization of KPIs to monitor performance
• Use of defined criteria and system of data analysis and reports to support decision making process
• Prepare and monitor all customer experience operational KPIs to measure and improve operational performance in all areas (schedule availability, on-time loading, on-time delivery, waiting time, same-day cancellations, small loads, GPS shutdowns (GPS), etc.)
• Reviewing CEMEXGo dashboard KPIs, managing its data, approving report orders and approving electronic proof with highlights to achieve quick results to improve adoption levels
• Reporting and monitoring of call handling KPIs to call center agents, their rating, survey feedback, queue waiting time, call cancellations, rejections, and calls bypassed to measure service.
• Create new quality dashboards and metrics as and when required.
• Participate in projects and initiatives as assigned and participate in the development and reporting of their measurable KPIs for better results
• Collaborate with different areas to support improvements
Basic requirements
• High level of analytical skills. Conveniently work with mass data in operational environments and generate clear leadership insights. Willing to delve into root causes and outliers in trends for improvement opportunities.
• The ability to derive clear insights from complex data sets and drive the creation of actionable and measurable insights
• Establish mechanisms to delve into all available data to understand the quality of service provided
• Proven track record of providing measurable improvements to customer experience. solution based
• Focus on the ability to identify, justify and deliver effective and workable improvement
• Proactively create high quality dashboards and new metrics when required.
• Experience in creating and tracking metrics for different areas for improvement.
• Experience in identifying and resolving complex issues. He will take the lead even under unfamiliar or ambiguous circumstances – a strong sense of accountability and sound personal judgment.
• Support relevant teams to ensure successful deployment of new operations with measurable results against key metrics.
• Ability to understand business requirements, translate and implement technical analysis, manage metrics accounts, and present complex analysis in technical and non-technical ways
• Complete root cause analysis to provide a clear view of performance drivers and targeted actions to improve performance.
• Excellent Communication Skills
Minimum requirements:
Education/Professional Experience
• Bachelor’s degree in business computer information systems, operations research, mathematics or other business/analytical discipline or equivalent experience.
• Minimum 3 to 5 years experience in data management and analysis.
• Mining data.
specific knowledge
• Proficient in visualization tools and first-hand experience using BI and reporting tools (Tableau, Power Bi, MicroStrategy, SQL, etc.)
• Advanced skills and experience in Excel with SQL and other analytical techniques such as hypothesis and regression analysis
• Knowledge and experience in developing and monitoring KPIs.
• Exceptional abilities in analytical and strategic thinking and problem solving.
• Knowledge of visual basics, macros, programming languages…etc.
• Excellent time management skills.
• Balance attention to detail with quick execution
Selected candidates will go through a selection process that includes a series of interviews and assessments.
CEMEX is a global building materials company that provides high quality products and reliable service to customers and communities in more than 50 countries. Celebrating its 110th anniversary, CEMEX has a rich history of improving the well-being of those it serves through innovative building solutions, advances in efficiency, and efforts to promote a sustainable future.
In the UAE, we are a leading supplier of Ready Mix Concrete, Slag (GGBFS) and Cement with more than 10 years of experience and relationship in supporting expansion and growth in the UAE and the region.