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Contact Reduction Analyst - Edinburgh

Job Description

Amazon's Customer Service (CS) department is seeking an experienced Contact Reduction Analyst to join the team. The successful candidate will be a key member of the European CS team. You will be responsible for delivering various Customer Service projects that will directly impact the EU customer experience.
The ideal candidate will help identify opportunities for improving retail customer self-service using rigorous data analyst techniques to better understand the customer experience and contact types; benchmark operational and technical best practice and recommend improvements to support systems. They will work relentlessly across business teams to identify improvement opportunities using contact reduction to maximize the Customer Experience.

Depending on the applicant, this role can be based in the Cork, Berlin, Edinburgh, Lux or Regensburg office.
Basic Qualifications
· Bachelor's Degree required.
· Excellent MS Excel and SQL skills are required to access and transform the data needed
· Qualified candidates will have 2+ years of Project/Program management experience.
· Demonstrated experience leading programs/projects.
· Solid planning, analytical, problem solving and tracking skills.
· Demonstrated a sense of urgency and bias for action
· Experience interpreting data analytics
· Excellent planning and organizational skills.
· Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
· Motivated to work on own initiative.
· Proven ability to make and implement decisions.
· Proven ability to influence change at all levels as appropriate.
Preferred Qualifications
· Experience in analysis (Customer Service analysis or Operations analysis) preferred
· Proven experience in Lean or Six Sigma implementation
· PMP certification desirable
· Excellent speaking-listening-writing skills, attention to detail, proactive self-starter

· Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.

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Munkavégzés helye Edinburgh
Kategória Külföldi munka
Régió Külföld
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