Data Analyst - Customer Operations
Data Analyst - Customer Operations
We are looking for a Data Analyst to support our Customer Operations team in curating a framework to present our performance trend data to support the efficiency of the team and enable Flo for future growth. In this role, you will go beyond reporting! You will be the strategic partner to the leadership team to identify opportunities, mitigate risk and enable growth.
"It's surely our responsibility to do everything within our power to create a planet that provides a home not just for us, but for all life on Earth."
David Attenborough
About Flo
Hi, we’re Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy.
We do that by making clean energy as cheap as conventional energy, investing in smart technology to reduce our operating costs and passing the savings to our members. And yes, it's not impossible.
We are pushing boundaries and breaking conventions of the traditional electricity retailer. To do so, we are looking for like-minded people who share our passion for technology and sustainability. You might be the one we are looking for!
Find out more about us on https://floenergy.sg/business/about
What you will be doing:
You will be working closely with the Customer Operations team in Flo to:
Design and maintain a scalable and effective performance monitoring framework that aligns with our business trajectory and priorities.
Partner with the Head of Operations in providing insights through data to support business strategy, performance tracking and identify operational opportunities to optimize our efficiency and customer experience metrics.
Translate data into operational opportunities and our voice of customers.
Design dashboards and reporting tools to monitor key performance metrics, identify trends in performance.
Identify opportunities and design automated dashboards or workflow for operation leaders to monitor and continually improve key performances and efficiency.
Collaborate with cross functional teams in identifying root causes of low efficiency and/or satisfaction and work towards implementing solutions for improvement.
You will be a good candidate if you have:
Experience in analytical roles (e.g: Business Analyst, Data Analyst, Strategy Analyst) in contact centre or operation teams.High proficiency and prior experience in using SQL for data analysis.
Strong understanding of formulas and correlation between metrics such as AHT, FCR, NPS, CSAT, productivity and quality metrics.
Strong problem solving skills and ability to work through ambiguity.
Strong verbal and communication skills; able to present and articulate data in a concise and structured manner to cater to audiences from different backgrounds.
Extra points if you:
Have prior work experience in the energy market.
Have proven experience with Data Warehouses, such as Snowflake.
Have proven experience programming in Python.
Culture and benefits:
A challenging scale-up position where you can make an impact.
Get involved in our development and regional expansion from the ground up to chart the future of Flo.
A lot of freedom and an essential role in the team.
Work in an open-minded and dynamic environment with a talented team.
Enjoy generous time-off because you also need to recharge your energy levels!
Join a fast-growing electricity retailer that's making renewable energy accessible for all
We are hiring people with different levels of experience, we would love to hear from you, even if you feel unsure about meeting every requirement listed.
Join us as our new Data Analyst!