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Company Description
Ivy is a global, cutting-edge software and support services provider, partnering with one of the world’s biggest online gaming and entertainment groups. Founded in 2001, we’ve grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.
This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter.
Job Description
As a Data Analyst you will be responsible for Reporting and Data Management for CS Division.
Reporting to the Lead Analyst will be part of the CS Reporting & Data Management team, who is responsible for maintaining data sanity across the different data sources and for preparing reports of all kinds, formats, and frequency. Also, to track the individual and team performance. The data and analysis provided in this fashion is used to support business performance tracking and decision-making across customer contacts and account data as well as individual and team performance.
What you will do :
- Prepare and send daily / weekly / monthly departmental performance reports, executive summaries, and analysis to internal and external stakeholders as per agreed timelines and formats
- Deliver ad-hoc reports and analysis to support business decision making on the fly
- Validate CS and customer data and collaborate with the technical teams to resolve any identified problems
- Maintain up-to-date and detailed documentation of the current reporting landscape (specifications, definitions, timelines, distribution lists, SQL queries, execution guides, etc.)
- Participate in CS projects to ensure data needs and new tool reporting requirements are identified and met
- Administrate the reporting aspects of CS tools in collaboration with the relevant tech teams
- Drive the optimization of all reporting through automation and usability enhancements
Qualifications
- Knowledge and experience in data analysis / business intelligence
- Ability to match reporting requests to available data and to translate business needs into data requirements
- Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio
- Advanced knowledge of and experience with MS Excel
- Good knowledge of and experience with Power BI (DAX, Dashboard & Reporting)
- Good knowledge of and experience with MS PowerPoint
- Some knowledge of and experience with database structures, VBA automation, CRM / Case management tools (Zendesk, Salesforce and similar), BI tools (e.g. Microstrategy, Tableau, etc.)
- Experience in performance and KPI reporting within a contact center or similar environment and solid understanding of contact center metrics is strongly desired
- Excellent verbal and written English
- Strong communication skills
- 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, to improve and optimize
Additional Information
At Ivy, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:
- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
At ivy, we do what’s right. It’s one of our core values and that’s why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
