Analyst, Customer Support

Customer Service Bangalore, India


Description

Mission and Scope

You will be the single point of contact for all the KPI’s in Customer Experience group

You will help us to create meaningful interpretations of the customer satisfaction data to enable improvements in Enphase’s business processes.  

Key Responsibilities and Outcomes (What the Person needs to accomplish in the role ?)

  • Gather data from multiple data sources
  • Create meaningful reports, models and dashboards based on the data
  • Use statistical tools/models to derive actionable insights to improve the KPI’s
  • Present insights to the leadership team in various forums
  • Track the progress of agreed upon initiatives/actions
  • Drive actions to closure working with multiple stakeholders and teams
  • Create/Propose process changes and process improvements for identified gaps and track adherence
  • Should have an eye for detail and bias for action - should be able to find out action areas, coordinate with internal teams & quickly execute

Qualifications: Education, Competencies (Knowledge, Skills & Behaviour) and Experience

  • Minimum Qualifications
    • Bachelor’s degree or higher in Engineering/Management
    • 2 years relevant experience with a proven track record of leveraging analytics to drive significant business impact
    • Hands-on experience on data manipulation tools like SQL, R, Python, Excel etc.
    • Should have had exposure to at least one  data visualization tool like Qlikview, Incorta, quick sight etc.
  • Preferred Qualifications
    • Exposure to solar/PV-related environments