Reporting & Performance Manager (all genders)Porto, PT, 4149-011 Berlin, BE, DE, 10369
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Responsibilities
We are seeking a highly skilled and analytical Reporting & Performance Manager (all genders) to join our global Customer Support/Operational Excellence team. This role will be instrumental in collecting, analysing, and reporting on data to drive performance improvements and strategic decision-making within the department. The ideal candidate will have strong technical skills, a passion for data, proven experience in a reporting performance role in a Customer Support environment, and the ability to provide actionable insights that align with business objectives.
Extract, clean, and analyse customer support data to ensure accuracy and provide insights for performance improvement.Develop and maintain KPI dashboards and reports to support data-driven decision-making.Use predictive and prescriptive analytics to forecast support demands and optimize processes.Communicate complex data findings in a clear, concise manner to both technical and non-technical stakeholders.Create executive summaries and visual presentations that connect data insights to business strategies and decision-making.Identify and automate inefficiencies in workflows, collaborating with cross-departments/teams for implementation.Analyse customer journeys and tailor support strategies for different segments.Provide data-driven recommendations to leadership for strategic planning.Implement real-time performance monitoring tools and continuously refine KPIs.Benchmark performance against industry standards and identify best practices.Present complex data insights clearly to stakeholders through reports and visualizations.Lead data-related projects to align with business objectives and improve efficiency.Stay informed on emerging trends in customer support analytics and recommend innovations.Requirements Bachelor's degree in Data Science, Statistics, Computer Science, Data Analytics, or a related field.3+ years of experience in a performance reporting role, business analytics or data analytics.Experience in customer support/ contact center, call center environment in a similar role is mandatory.Proficiency in data visualization tools (e.g., Tableau, Power BI) and advanced Excel skills, including pivot tables, v-lookups, and data modelling.Experience with SQL, Python or other data querying languages, as well as familiarity with CRM systems like Dynamics, FreshDesk, phone and chat systems.Strong understanding of customer support metrics and their impact on business performance.Exceptional analytical, problem-solving, and project management skills with high attention to detail.Excellent communication skills, capable of translating complex data into actionable insights for diverse audiences.Ability to work independently and collaboratively, managing multiple projects simultaneously with a proactive approach.What we offer Onsite Onboarding in our HQ office for an optimal start.Great compensation and benefits packages including company achievement bonus and stock-based options, regular salary reviews.Public transport friendly offices.Special terms for local gyms.Access to Corporate Benefits platform with many discounts.Regular Team events and company-wide celebrations.Open door policy, no dress code rules, frequent all Hands and Leadership Lunches.Hybrid and Flexible work time with up to 50% home office.Work From Abroad Program allowing up to 40 days of work outside your contracting country.We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
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