Job Location: Bangalore/Bengaluru

Roles and Responsibilities

• Analyze real time and historic data on operational performance and customer experience
• Generate and modify user dashboards; partner with development & testing teams to create effective tools
• Coordinate with Salesforce administration & Development teams to take the ownership of technical delivery and escalate to relevant resources on roadblocks. – Technical leadership, setting best practices including integration and application development, deployment, testing (unit and systems), and iterative refinement
• Identify & drive continuous improvements in the CRM technology, to improve cost, quality, turnaround time, & customer effort.
• Participate in all aspects of CRM changes: requirements, design, user testing, and/or agile sprints.
• Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users Preferred Qualifications
• Understand business requirements and translate it into functional and technical requirements and test scripts
• Act as a single point of contact between the business and technical team
• Enable functional delivery and be responsible for User Acceptance Testing (UAT) rollout
• Review Business cycle reports (Weekly/Monthly/Quarterly/Yearly) to ensure accuracy of data in reports in the HR Analytics (HRA) Tool
• Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions.
• Make recommendations for new metrics, techniques, and strategies to improve marketingcampaign targeting and measurement in the future.
• Define the data elements and data structure that our team should leverage to enable analytical capabilities for our product management and engineering teams
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
• Ensure KPIs are published and reviewed on a daily, weekly, monthly basis and perform analysis on any behaviors / processes that could impact on data integrity
• Use data mining, model building, and other analytical techniques to develop and maintain customer/developer segmentations
• Analyze current delivery trends, provide recommendations and execute on existing or new programs and / or process improvements to drive productivity and improved service delivery.

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