Manager Client Data Services

3 days ago

Fatih, Istanbul, Turkey Afiniti. Full time

Location: Istanbul, Turkey

Job Id: 2278

# of Openings: 1

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.

About the Role

Working within the regions Client Data Services team, you will be a key member who enjoys rolling up their sleeves to solve complex business questions through data. You will be the main support to the Client Data Manager/Director, and will be working with the client during the customer life cycle. You will be responsible for analysis and reporting, helping the supporting data team stay organized, helping to constantly update our client and internal documentation and ensuring all tasks and responsibilities are tracked across all accounts.

We are looking for a Manager CDS and the individual (She/he) will work on a daily basis with the Senior Manager/Director who will lead him/her on priorities and supervise his/her work.

Key Responsibilities

  • Support the Director and CDS team to drive the business agenda, successfully delivering on business and CDS goals.
  • Liaise with internal and client stakeholders, including senior and executive level, to communicate data requirements and help secure relevant data assets.
  • Able to drive successful completion of reporting, data/client scoping and analytic deliverables.
  • Ensure quality and reliability of data obtained from clients, ensuring it contains analytics and modeling capabilities.
  • Responsible for performance reporting on client accounts.
  • Manage requests for performance results, provide drill down on results and conduct custom analysis.
  • Fulfillment of requests for analytics and performance queries from internal & external clients.
  • Ensure correct client accounts monthly billing procedure is followed and invoicing is accurate and timely.
  • Drive analysis and reporting in support of financial objectives and targets on client accounts.
  • Reconcile data (internally and with the client). Reconcile data and procedure with internal teams.
  • Drive new business opportunities through seeking new data access in collaboration with client and internal teams.
  • Document data joining procedures (collaborate with and audit procedures from AI team) for new installations and expansions. Secure client to agree to procedure.
  • Ensure data integrity on review of historical data.
  • Confirm that AI team is able to optimize the performance metric desired by the client and that the data provided by the client is sufficient (completeness and usability).
  • Define data validation reports to be shared with client.
  • Prepare succinct, clear, and easy to follow documents that summarize findings and insights.
  • Perform other duties as assigned.

Minimum Qualifications

  • At least 5-6 years of working experience as a data analyst.
  • Preferably prior work experience in a data-rich environment with data mining techniques and predictive analytics.
  • Full professional proficiency in English, both written and spoken.
  • Expert proficiency in SQL.
  • Strong understanding of statistical concepts.

Preferred Qualifications

  • 5-6 years of working experience as a data analyst.
  • Expert knowledge of R and Python would be beneficial.
  • Experience with business analysis, being able to correlate the client's business process to the acquired data feeds.
  • The ability to manage clients and internal stakeholders' expectations.
  • The ability to convey complex mathematical concepts in a meaningful way.
  • The ability to work independently and in a team environment.
  • The ability to work effectively across functions, levels, and disciplines.
  • Strong MS Office Suite skills – particularly Word, Excel, and PowerPoint.
  • Strong problem-solving and critical thinking skills.
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