Synapri
Senior Data Analyst
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I'm currently supporting a well-known business to hire a data-driven Customer Operations Analyst to join their CX team on a fixed-term contract. In this role, you will help transform raw customer and performance data into clear, actionable insights that help our operational teams scale efficiently.
You will act as the go-to person for our Customer Support and Digital teams, building automated dashboards, supporting workforce forecasting, and ensuring our reporting systems provide a clear, single source of truth.
Key Responsibilities
- Dashboard & Reporting: Build and maintain operational reporting and dashboards across CRM and BI platforms (e.g., Salesforce, Looker, Tableau).
- Volume & Capacity Forecasting: Support the development of models to forecast customer contact volumes and help teams plan staffing needs.
- Performance Insights: Track key support KPIs (CSAT, resolution times, handle times) to identify trends, bottlenecks, and areas for process improvement.
- Data Quality & Governance: Maintain data accuracy across reporting systems and ensure regular reporting schedules are met.
- Cross-Functional Support: Handle incoming data requests from team leaders and translate operational questions into clear visual reports.
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Who You Are
- Analytical Background: 3+ years of experience in an analytics, reporting, or customer operations role (preferably within SaaS, tech, or digital services).
- BI & CRM Experience: Hands-on experience creating reports in BI tools (Looker, Power BI, or Tableau) and CRM systems (Salesforce).
- Data Skills: Proficient with Excel/Google Sheets; comfortable using SQL to query datasets and build reporting models.
- Good Communicator: Ability to explain data findings clearly to team leaders and non-technical stakeholders.
- Detail-Oriented: Focused on data accuracy, integrity, and building clean, user-friendly dashboards.
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Details
- Location: Remote from anywhere in the UK!
- Salary: £35k
- Start Date: Within 2-3 weeks notice
- Duration: 6-9 months
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