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Job Description
- Manage business reporting function for Careem Care globally spanning across platforms.
- Bring transparency across the contact center business by setting up reporting infrastructure for IVR, Help-center, QA, Workforce Management & Channel utilization & related contact center functions
- Implement Executive reporting-suite for the Care universe and support daily, weekly & monthly performance reviews
- Engage with Cross-functional teams such as Policy, Supply, Marketing & Finance teams to provide accessibility & analytics for Customer/ Driver Partner interactions generated at Careem
- Develop effective reporting using various BI tools
- Act as the first point of contact to answer all business data queries for the unit
- Work to develop data accessibility pipelines for all forms of data generated at care (Structured + Unstructured)
- Drive and support your designated Category by converting complex data into actionable insights and intuitive visualizations
- Present appropriate analysis and commentary to technical and non-technical audience
- Gain subject matter expertise and help define appropriate key metrics for the category and discover untapped areas for business improvement
- Support in creation of ETL jobs to integrate generated data to Warehouse
- Provide analytics support to the Operations team to improve performance and efficiency
- Develop data quality enhancement & maintenance initiatives across partner applications, product & channels
Job Requirements
- Educated to BS Level (or equivalent) within a subject relevant to the position such as Computer science or Engineering with 3 to 5 years of experience
- Demonstrated experience working in an analytical role
- Demonstrated experience with business intelligence and visualization tools creating management dashboards
- Good analytical skills and a passion to work with large sets of data
- Demonstrated Team management skills
- Hands on experience with SQL, MicroStrategy, Tableau, Qlikview and similar tools
- Hands on experience with data modeling
- Hands on experience with SAS, Python, R and similar tools
