We are seeking a Senior Manager who will be responsible for preparing, analysing,
and generating reports based on support cases managed through CRM tools such
as Service Cloud of SFDC, FreshService, etc. The ideal candidate will have
experience with such tools and a strong capability in Tableau or Domo to create
insightful, actionable reports that support decision-making across the support
function.
WHAT YOU WILL BE DOING
- Extract and Manage Data: Gather data from the CRM tools related to tickets, case statuses, response times, SLAs, and other relevant metrics.
- Report Generation: Create periodic and ad hoc reports (daily, weekly, monthly) to track KPIs, trends, and customer support performance.
- Data Analysis: Analyze the data for insights related to service levels, team performance, customer issues, and suggest areas for improvement.
- Tableau/Domo Dashboards: Develop and maintain visually compelling, Tableau/Domo dashboards to provide stakeholders with real-time visibility into support operations.
- Automation: Work on automating data extraction and report generation, processes where possible.
- Collaborate with Stakeholders: Work closely with support leaders, teams, and executives to provide insights, reports, and dashboards that drive decision-making.
- Data Accuracy: Ensure the accuracy and integrity of data pulled from FreshService and displayed in Tableau/Domo.
- Trend Analysis: Provide data-driven insights to help understand ticket trends, identify bottlenecks, and propose solutions for process improvement.
- Documentation: Maintain clear documentation of data sources, reporting rocesses, and dashboard configurations for future reference.
WHAT YOU BRING
- Experience with CRM tools: Hands-on experience working with CRM tools or similar ticketing platforms (e.g., Jira, ServiceNow) for extracting and managing support case data.
- Tableau/Domo Expertise: Proven experience in Tableau/Domo for creatingdashboards, reports, and data visualization.
- Data Analysis: Strong analytical skills with the ability to interpret complex data and present clear insights.
- Excel Proficiency: Advanced skills in Excel for data manipulation and analysis, including use of pivot tables, macros, and formulas.
- Attention to Detail: Meticulous in ensuring data accuracy and consistency across systems.
- Communication Skills: Ability to translate data insights into meaningful recommendations for stakeholders.
- Problem-Solving: Proactive problem solver who can identify issues and propose data-driven solutions.
- Experience in Support Operations: Understanding of customer support processes and metrics, such as response times, SLAs, ticket resolution, etc.
- Preferred Qualifications:
- Bachelor’s degree in Business, Data Analytics, Computer Science, or related field.
- Prior experience working in a customer support or service management environment.
- Experience with SQL for data querying and extraction.
- Familiarity with other business intelligence tools or platforms (e.g., Power BI, Google Data Studio).
