Back to search.BioWare Ireland, a division of EA Games - Customer Service Reporting Analyst
| Employment Type: | Contract |
| Location: | Galway - West, Ireland, Galway |
| Salary: | Competitive Salary Offered |
| Languages: | English |
| Required Languages: | 1 |
Advertiser Details
- Name:BioWare Ireland, a division of EA Games
- Posted:10-04-2012
- Code:49853
BioWare Ireland is looking for a Customer Support (CS) Reporting Analyst to join their Global Customer Support Team. The Customer Support Business will transform data into actionable business intelligence through the use of modelling and advanced statistical procedures, ultimately improving efficiencies and performance and the quality of customer interactions.
This is a highly visible, hands-on role, as the candidate will work directly with stakeholders in the development and application of reporting and data statistical models throughout the Call Centre operation and beyond.
The CS Reporting Analyst will report directly to the Director of Customer Service.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWares studios in Austin, Texas. Recently announced, BioWares customer support for the upcoming game will be centralized in Galway, Ireland.
Duties & Responsibilities:
Data mine metrics and key indicators to discover root causes for customer dissatisfaction.
Conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
Create actionable items out of findings to drive improvement in customer experience measures and volume drivers including: (ex. enhanced training requirements, performance management strategies, content creation, help pages, and other customer facing interactions).
Perform complex data analysis in support of ad-hoc reporting requests.
Use and support database applications and analytical tools: evaluate data quality, applications, and functions.
Compiling and reporting key metrics on a weekly basis to analyze the performance of our global customer service performance.
Collaborating with teams across the call centre operation to provide analytical and modelling breakthroughs on key Customer Support performance and efficiencies.
Hands on ideation, creation, presentation, scoring and deployment of call centre/agent and business related behavioural and predictive models, using a variety of statistical procedures and best-in-class analytic practices.
Apply customer segmentation/statistical clustering for interaction management.
Helping develop business requirements for marketing data mart(s).
Working with local Customer Service operations and Outsource Operations Managers to optimize our customer service partner performance, including identifying issues and opportunities to improve quality, service level, and lower costs.
Liaising with our outsource partners to better understand and identify trends and issues.
Identifying best practices and trends across vendors that can be leveraged to drive continued performance improvements.
Supporting Senior Management on all relevant customer service analyses, including continual definition of best metrics and reporting methods.
Skills and Qualifications
Essential
5+ years of experience in call centre MIS /modelling/statistical analysis role.
Degree or above in Mathematics, Statistics, Operations Research, or related field of study or equivalent experience
Solid history of Customer Experience analytics with global operations with recurring billing service support models.
Project management experience.
Proficiency in Tableau and Microstrategy Business Intelligence software preferred.
Knowledge of advanced Excel functions (e.g., creating formulas, pivot tables)
Desirable:
Campaign management tools
Ability to work with a large, varied work portfolio
Experience in data warehouse environment.
Person Specification
Excellent oral and written communication skills with fluency in English essential.
Excellent collaborative skills.
Consultative and customer-facing skills.
Excellent analytical and problem solving skills with hands on experience working with large datasets.
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship
IMPORTANT NOTICE:
You are now going to be redirected to EA Games Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
This is a highly visible, hands-on role, as the candidate will work directly with stakeholders in the development and application of reporting and data statistical models throughout the Call Centre operation and beyond.
The CS Reporting Analyst will report directly to the Director of Customer Service.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWares studios in Austin, Texas. Recently announced, BioWares customer support for the upcoming game will be centralized in Galway, Ireland.
Duties & Responsibilities:
Data mine metrics and key indicators to discover root causes for customer dissatisfaction.
Conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
Create actionable items out of findings to drive improvement in customer experience measures and volume drivers including: (ex. enhanced training requirements, performance management strategies, content creation, help pages, and other customer facing interactions).
Perform complex data analysis in support of ad-hoc reporting requests.
Use and support database applications and analytical tools: evaluate data quality, applications, and functions.
Compiling and reporting key metrics on a weekly basis to analyze the performance of our global customer service performance.
Collaborating with teams across the call centre operation to provide analytical and modelling breakthroughs on key Customer Support performance and efficiencies.
Hands on ideation, creation, presentation, scoring and deployment of call centre/agent and business related behavioural and predictive models, using a variety of statistical procedures and best-in-class analytic practices.
Apply customer segmentation/statistical clustering for interaction management.
Helping develop business requirements for marketing data mart(s).
Working with local Customer Service operations and Outsource Operations Managers to optimize our customer service partner performance, including identifying issues and opportunities to improve quality, service level, and lower costs.
Liaising with our outsource partners to better understand and identify trends and issues.
Identifying best practices and trends across vendors that can be leveraged to drive continued performance improvements.
Supporting Senior Management on all relevant customer service analyses, including continual definition of best metrics and reporting methods.
Skills and Qualifications
Essential
5+ years of experience in call centre MIS /modelling/statistical analysis role.
Degree or above in Mathematics, Statistics, Operations Research, or related field of study or equivalent experience
Solid history of Customer Experience analytics with global operations with recurring billing service support models.
Project management experience.
Proficiency in Tableau and Microstrategy Business Intelligence software preferred.
Knowledge of advanced Excel functions (e.g., creating formulas, pivot tables)
Desirable:
Campaign management tools
Ability to work with a large, varied work portfolio
Experience in data warehouse environment.
Person Specification
Excellent oral and written communication skills with fluency in English essential.
Excellent collaborative skills.
Consultative and customer-facing skills.
Excellent analytical and problem solving skills with hands on experience working with large datasets.
Please Note:
Applicants must be eligible to work in Ireland without company sponsorship
IMPORTANT NOTICE:
You are now going to be redirected to EA Games Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
You cannot apply for this job as it is no longer active.
