PURPOSE OF JOB:
- Analyze the online community provided data (questions, comments, answers, feedback) and provide summary, trend and key insights analysis (product level) reporting to the Client
- Create knowledgebase content and related reporting, for both internal and external use, based on community provided data.
RESPONSIBILITIES AND KEY RESULTS:
- The post holder is responsible for delivering & analyzing reporting and eventual suggestions of possible reporting efficiency/ changes / improvements / adjustments
- The post holder is required to liaise with staff at all levels in the organization, remaining objective, constructive and empathetic at all times.
Key Result Areas:
- To provide internal and external (client) reporting to agreed timelines including staff scheduling and attendance reporting
- To manage and schedule personal time in an effort to meet and exceed agreed service levels within the reporting delivery timelines
- To ensure full utilization of alignment
- To provide technical specialized input into client HQ / regional stakeholders and operational functions
- Adjust reporting / suggest improvements as per Operational needs
- To contribute positively towards both employee and client satisfaction