Performance Data Analyst

5 months ago

Cape Town, South Africa Lufthansa InTouch Full time

**Performance Data Analyst (M/F/diverse)**

Are you passionate about reporting and analysis? Do you have experience in the Operational Reporting of a Customer Service operation and are excited to join one of the biggest airline groups in the world?

We are looking for a Performance Data Analyst (M/F/diverse), as part of the Group Performance & Planning (P&P) team. In this position you are responsible for the Operational Reporting and analysis of all services across LH InTouch. You measure, monitor and forecast the operational performance, analyse trends, build an understanding of drivers for forecasting and performance to improve the end-to-end P&P functions.
- Pre-processing data to remove inconsistencies, missing values, and outliers if necessary.
- Historical Data Review to understand trends, such as monthly or seasonal variations in call/chat volumes, or patterns related to specific events (irregularities)
- Trend Identification by spotting patterns and analyzing correlations Segmentation Analysis of data (e.g., teams, communication channels)
- Comparative Analysis to compare service center performance against industry benchmarks or competitors if such data is available/internal locations.
- Design, develop and manage standard & ad-hoc reports and dashboards on the historical and the forecasted operational performance of all services across LH InTouch.
- Proven experience in a Service Center environment, ideally in a similar role (e.g., Business Intelligence, performance & planning)
- Experience in building and analyzing models using various statistical tools for forecasting & optimization, working with large data sets in a data warehouse environment.

**Requirements**:

- Well-developed skills with Microsoft Office Suite, expert knowledge of MS Excel
- Knowledge and/or experience in any of the following is of advantage: VBA language, SQL language, MS SQL/ Oracle DB; Power BI, Tableau
- Proficiency in English language (both written and verbal)
- Excellent attention to detail and high-level analytical & mathematical skills
- Ability to determine the best way to structure data, measure, and display performance metrics to various stakeholders.
- Highly motivated, solution-oriented, and innovative
- Independent and accountable team player
- Ability to manage competing priorities and to work in a fast paced and changing environment.

**APPLY ON BELOW LINK**:
**Salary**: From R1.00 per month

Ability to commute/relocate:
**Salary**: From R10,000.00 per month

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)

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