Location:
Sofia
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Purpose of the role:

This high-level customer service function is responsible for business intelligence/reporting or in other words the provision of high-quality management information to support forecasting and planning activities, performance and service level management, and business development and decision making. A vital part of the role is the alignment of reporting-related tool requirements, data structure development and load processes with the respective tech teams.

Responsibilities:

  • Drive the optimisation of CS reporting landscape through specification and implementation of data requirements and report development / enhancement.
  • Maintain up-to-date and detailed documentation of current reporting landscape (specifications, definitions, known issues / incompatibilities, SQL queries, etc.).
  • Validate CS data and resolve data quality incidents in collaboration with internal and external stakeholders.
  • Prepare and deliver daily / weekly / monthly departmental performance reports, executive summaries, and analyses to internal and external stakeholders.
  • Deliver ad-hoc reports and analyses to internal / external stakeholders in order to support business decision making.
  • Participate in CS projects and ventures to ensure project-related data needs are identified and met.
  • Maintain up-to-date documentation on current reporting processes (timelines, distribution lists, etc.)
  • Share team responsibility for administration and business ownership of CS workforce management and activity tracking applications.

Essential:

  • Degree (university or similar) in a related field
  • Professional experience in performance and KPI reporting within a contact centre environment. A solid understanding of contact centre metrics.
  • Ability to match reporting requests to available data (understand what data supports the business requirement)
  • Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio 2012
  • Advanced knowledge and experience in MS Excel
  • Experience in data validation and investigation of data discrepancies
  • Knowledge and experience in data analysis / business intelligence
  • Some knowledge and experience of database structures, ETL processes, and data requirement engineering /specification.
  • Excellent verbal and written English, strong communication skills.
  • Ability to translate business needs into data requirements. 
  • Collaborative nature, ability to work both independently and as part of a team.
  • A strong sense of initiative, willingness to lead and drive tasks to completion.
  • Ability to understand and basic knowledge of how to document business processes and the connection to data collection points.
  • Ability to work in a fast-changing environment and a flexible mind set.
  • A problem-solver character.

 Desirable:

  • Experience in working with MicroStrategy
  • Previous experience in the online gaming industry
Sounds interesting?

Then join us!

We offer a diversified range of activities in an international environment as well as a young and dynamic team with ambitious, yet realistic objectives for the future, promoted by an open team and communication culture.

Employee benefits:
  • Competitive remuneration package;
  • 25 days annual leave;
  • Social benefits: personal health insurance, dental allowance, sport activities, food vouchers;;
  • Opportunity to join a team of great professionals;
  • Dynamic and friendly work environment;
  • Team building activities.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.