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Open nowPosted 21 days ago

Customer Operations Analyst

UNIPOL_External112 open roles

Where
BOLOGNA, EMILIA ROMAGNA, Italy
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Your applicationOpen nowCustomer Operations AnalystUNIPOL_External · BOLOGNA, EMILIA ROMAGNA, Italy

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

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The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. UNIPOL_External postings stay open a median of 17 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 21 days ago

UNIPOL_External median: 17 days open

The posting

Job Description

UnipolTech, società altamente innovativa del Gruppo Unipol, leader in Europa nello sviluppo di piattaforme IoT che consentono di avere informazioni in tempo reale su circa 4 milioni di auto connesse, nel 2022 ha lanciato UnipolMove, soluzione per il telepedaggio, unita ad una App e ad un sito web per l’offerta di servizi di mobilità.

Per un potenziamento della propria area Operations, siamo alla ricerca di un/una giovane professionista del Customer Care da inserire nel ruolo di:

Customer Operations Analyst

Sede di lavoro: Bologna

Modalità di lavoro: Ibrida

Il profilo ricercato, inserito all’interno del team Customer Feedback Hub & Quality Assurance, contribuirà al monitoraggio delle attività di Customer Operations e dei relativi costi operativi, analizzando le performance, l’efficienza dei processi con l’obiettivo di fornire insight per il miglioramento continuo del servizio clienti.

Principali attività:

  • Analizzare i volumi e i trend dei contatti ricevuti dal Customer Service, classificando le richieste in base alla loro criticità;
  • Collaborare nelle attività di Voice of the Customer (VoC), raccogliendo e interpretando feedback qualitativi e quantitativi;
  • Predisporre periodicamente report e dashboard a supporto delle decisioni del management e delle funzioni coinvolte;
  • Monitorare i KPI di servizio, individuando aree di miglioramento e opportunità di efficientamento;
  • Supportare il responsabile della funzione nel processo di pianificazione di budget e forecast dell’ area, monitorando i costi operativi;
  • Collaborare con i team interni per favorire il miglioramento, la semplificazione e la digitalizzazione dei processi di Customer Care.

Requisiti:

  • Laurea Triennale conseguita con ottima votazione finale;
  • Esperienza professionale pregressa da 2 a 3 anni in mansioni di analisi dati, customer experience o business intelligence, acquisita preferibilmente in contesti Customer Service o CRM;
  • Familiarità con le più comuni soluzioni software CRM e con i sistemi di ticketing per l’assistenza di secondo livello;
  • Buona conoscenza dei principali strumenti di analisi e visualizzazione dati (Excel, Power BI, Tableau, Google Data Studio o similari);
  • Ottime abilità organizzative e relazionali, orientamento al risultato e attenzione al dettaglio.

ll candidato/a in possesso delle competenze ed esperienze richieste sarà inserito/a con rapporto di lavoro a tempo indeterminato ai sensi del CCNL Commercio e modalità di lavoro ibride (sede/remote working), alle seguenti condizioni retributive e benefit:

  • Retribuzione Annua Lorda: da €. 32.000 a €. 35.000 + Premio Aziendale Variabile
  • Integrazione a carico azienda per Copertura Sanitaria Contrattuale (Fondo Est)
  • Buoni Pasto

La ricerca è rivolta a candidati ambosessi ai sensi della L. 903/77 e D.lgs. 198/2006.

Rappresenta un requisito preferenziale per la selezione l’appartenenza alle categorie protette (ex art° 1 L. 68/99)

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