Lazada Tech Hub

Tóm tắt công việc

Lazada Customer Care team is transforming from backend support to a trusted advisor team with the Voice of Customer & Data (VoC & Data) team as one of the Core functions to provide data analysis & insight to understand/ predict customer needs and priorities. This role will focus on helping the team to access the right data and provide consultancy based on data findings.

Report to the Head of VoC & Data, your responsibility:

• Work with local CC teams (including BPO performance, Buyer& Seller Support, Buyer& Seller Experience, and VoC) to identify the business needs and provide relevant support with dashboard/report/ analysis/ insights by:
• Identifying, analyzing, and interpreting trends or patterns in complex data sets.
• Consulting and proposing improvements to all CC teams using data insight.
• Working with management to prioritize business and information needs.
• Locating and identifying new process improvement opportunities.
• Monitoring data trends and escalating to respective stakeholders.
• Work with the Regional CC team to ensure data are corrected and aligned.
• Develop and implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
• Coach and develop junior members within the Data team.