Senior Operations Analyst

Full Time
Job-ID: 872


Our Workforce Management team is looking for a Senior Operations Analyst
who will maintain and analyze customers’ support results in various time periods and
additionally will be able to present the results in the most understandable way to our
Customer Service management. The person will also produce, run and chair Daily
Huddle, and will help to direct business.


• Managing and maintaining various operational data points.
• Normalizing data from provided data from the used software.
• Performing an initial analysis to assess the quality of the data, performing further
analysis to give better insight.
• Producing final analysis to provide additional data screening.
• Preparing reports based on analysis, identify and analyze trends or patterns, and
presenting to management.
• Creatively exploring new analytical solutions to make a positive impact on the
• Analyzing hourly/daily/weekly/monthly/quarterly/annual results for the CS
department and comparing them with forecasted results.
• Working closely with the Workforce team and data analytics team globally.
• Cooperating with Real-time analysts and preparing optimized scripts in MS Excel
via VBA and Google documents via Google App script tools for their day-to-day
• Creating and maintaining Emite, DataDog, or related dashboards.


• Have strong knowledge of all aspects of service delivery and their processes –
SLA, ASA, AHT etc.
• Have a good understanding of contact centers (including various structures of
• Have basic knowledge of SQL and VBA (Essential).
• Have knowledge of JavaScript or Python etc. (advantage).
• You have strong reporting and analytical skills.
• Have strong written and oral communication skills.
• Display a responsible attitude to following procedures, keeping records, and
caring for equipment and other assets.
• Display up to date knowledge of significant areas of operational and/or
development environments.
• Have knowledge of MS Excel and Google Sheets on high experience level – VBA,
math function, and Erlang.
• Are familiar with workforce software and operating procedures affecting own area
of responsibility.
• Have critical thinking, data analysis and research, solid mathematics and
problem-solving background.
• Have customer focus – Understanding the needs of the internal or external
• Attention to detail – Applying quality standards to all tasks undertaken and
ensuring that nothing is overlooked.• Are able to work with minimal supervision and to multi-task and meet deadlines with accuracy

We offer you

• Besides a motivating salary, we offer quarterly bonuses dependent on the
company’s overall results and your own performance.
• The opportunity to join our Phantom Stock scheme (for roles from level 5
• Occasional work from home and/ or our modern office located in ZET Nová
Zbrojovka with in-house gym, masseur, sleeping spots, canteen, showers, chillout
zones, free refreshments, Rebelbeans coffee, garage for
• We enjoy benefits, such as meal vouchers, 20+5 days of paid vacation, Cafeteria,
sick days, VIP Medical Care, multisport card, career development framework. We
offer unlimited contracts within a forward-thinking and ambitious company.
• We’re rewarding Kiwis with flight vouchers to celebrate their Kiwi anniversaries.
• Grow.Kiwi program which supports parents and keeps them engaged with the

Questions?  Call +357 96 562 822

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