Operations Reporting Analyst – Customer Service

Operations Reporting Analyst – Customer Service

Salary:

€50,000 - €58,000 per annum

Our client is a leading global e-commerce company, known for connecting millions of buyers and sellers worldwide, and is looking for a skilled professional to join their team as a Time & Motion Study Specialist on a 9-month contract to analyze and improve customer service processes.

As a Time & Motion Study Specialist, you will analyze customer service processes, identify bottlenecks, and provide actionable recommendations to optimize workflows. Your work will directly contribute to improving efficiency and customer satisfaction.

• Conduct time and motion studies to analyze customer service calls and workflows in a controlled environment (20 teammates).
• Analyze 100 production calls to establish a baseline for current processes.
• Evaluate calls with new tools, measure efficiency, and identify areas for improvement.
• Compare pre- and post-launch data to assess the effectiveness of new tools.
• Perform additional analysis on 300-400 calls to identify trends, observations, and opportunities for process improvement.
• Provide actionable recommendations to enhance tool and workflow performance.
• Document findings using tools like Google Docs, Excel, and PowerPoint.
• Present findings and recommendations to directors and high-level stakeholders.
• Create and present detailed reports with actionable recommendations to management.
• Collaborate with different departments to implement and monitor process improvements.

• 1-2 years of experience analyzing data in quality teams or customer service roles.Experience in a customer service environment (e.g., answering calls, basic computer skills).Strong analytical skills (advanced Excel formulas a plus).Ability to conduct repetitive tasks, such as analyzing large datasets, with precision and enthusiasm.
• Passion for process improvement and data-driven analysis.
• Familiarity with lean methodologies is preferred.
• Proficiency with tools such as Google Docs, Excel, Minitab, PowerPoint, and Jira.

Preferred:

• Basic understanding of Lean Six Sigma or other process improvement methodologies (certification is a plus).
• Adaptability and eagerness to learn new technologies and processes.

This opportunity is a 9-month hybrid contract based in Blanchardstown.

If you would like to know more about this role, you can reach me at anamarija.bratovic@recruiters.ie

You can also apply using the “Apply Now” button below.

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