No more applications are being accepted for this job
- Daily, weekly and monthly reporting of key insights in order to utilise data to streamline and enhance customer experience and business processes.
- Analysis and review customer data and suggest improvements to management teams
- Work with the various outsource partners to increase efficiency by developing plans to reduce contacts, reduce repeats, automate processed and drive-up contact deflection rates.
- Develop business cases and requirements specifications for IT developments with a view to automating several processes
- Work with the BI team to develop and implement several reports and projects including customer behaviour reporting, headcount planning etc
- Build and maintain relationships with CSAT partners with a view to improved agent tracking, customer feedback and overall CSAT performance.
- Ongoing improvements to processing mapping and increased automation of manual processes
- Work with the wider Customer Service Team to deliver a predictive models and forecasted escalations to drive process improvement
- Ad hoc duties as required
- Relevant degree in Business Analysis, Systems Analysis, Business Admin or IT Related Discipline
- Strong analytical skills, very numerate and data driven
- up to 2 years experience in as a Business Analyst, workforce management or similar role
- Candidates with experience in project management, process design or as a product owner will be highly regarded
- Experience of working in an agile, fast-paced consumer centric ecommerce environment
- Customer Service experience will be at a distinct advantage
- Excellent document writing and detailed process understanding
- Very strong stakeholder management skills and a strong communicator both verbal and written.
- Competitive salary
- Discounted and unlimited travel to over 230 destinations
- Defined Contribution Pension Scheme
- Death in Service Benefit – Up to 2 times of annual basic salary
- 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
- Option for up to 5 additional unpaid leave days per year
- Cycle 2 Work Scheme
- Unrivalled career progression
Customer Service Business Analyst - Dublin, Ireland - Ryanair
Description
Ryanair are recruiting for a Business Analyst to join the Customer Service Dept for Europe's Largest Airline Group.
As we embark on a 'Decade of Growth' which will see Ryanair grow from 180m guests p/a to 300m guests and become 'The World's Largest Airline' we are looking for a hardworking, ambitious and driven individual to deliver key customer insights and improve our customer focused business processes, essential to our growing operation.
Reporting directly to WFM Manager and working closely with the CSAT analyst and 3rd party call centre, the successful candidate should be data driven, passionate about business systems and project management and excel in a fast-paced environment.
Duties include but not limited to;
Requirements
Benefits