Data Analyst

Mission: 

The Digital Expertise Centre at Orange Business is dedicated to providing professional services to our clients, specializing in a range of cloud collaboration solutions. Our support teams operate on a 24/7 basis, offering global end-user support for various collaboration services and products, including voice and video, sold by Orange. The department is home to specialists and experts in Video, ToIP, Web conferencing, messaging, and contact center solutions.

As a Data Analyst, you will play a crucial role in:

- Analyzing and developing insights within the defined scope to support the client's objectives or business activities.
- Producing performance indicators and generating both recurring and ad-hoc reports.
- Implementing computerized data processing to facilitate report production.

Key Accountabilities:

Internal Reporting:

- Monitor team KPIs through daily, weekly, and monthly reports.
- Conduct in-depth analyses for any unmet indicators, develop recommendations, and identify optimization opportunities before escalating to the team's manager.
- Summarize alerts and proposed actions, presenting them to higher management.

Customer Reporting:

- Ensure timely delivery of customer reports as per the agreed frequency.
- Collaborate with Customer Service Managers to define indicators and validate new reporting requests.
- Analyze unmet indicators thoroughly, create action plans, and discuss optimization options before approaching the team's manager.
- Summarize alerts and proposed actions for presentation to higher management.

Training:

- Provide training on reporting basics to Managers, Business Support, Quality/Incident Managers, and others upon request.
- Offer introductory Power BI or VBA training as requested.

Simplification:

- Propose optimized methods or practices based on your data analysis.
- Collaborate with key stakeholders to automate tools or reports.
- Engage with other departments to exchange best reporting practices.
- Assist managers in enhancing existing reports.

Self-Development:

- Continuously enhance your skills and knowledge in both managerial and operational/technical areas.
- Undertake additional related duties as assigned by Management.
- Uphold and embody the values of Orange Business.