Godween HOUNDJOE
French Africa Support Metrics & Operational Analysis Manager
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Secteur d'activité
Communication, publicité > Marketing
Infos
🔹Core Mission:
- Give meaning to support metrics and dynamics.
- Identify areas for improvement across agents, users, and drivers.
- Ensure consistency between what the data shows and the actual operational reality.
🔹 Daily Activities:
- Monitoring key indicators: tracking support metrics (CSAT, DR, escalation rate, etc.).
Detecting irregularities: identifying anomalies within the system (ML, bugs) or on the human side (agents, processes).
Data analysis: leveraging queries, dashboards, and trends to understand the root causes of variations.
Insights & recommendations: providing clear explanations of data movements and actionable improvement proposals.
In short, be the analytical and critical eye of support operations. Make sure numbers are not only tracked but also understood, turning them into stories that guide decisions and drive performance.
- Give meaning to support metrics and dynamics.
- Identify areas for improvement across agents, users, and drivers.
- Ensure consistency between what the data shows and the actual operational reality.
🔹 Daily Activities:
- Monitoring key indicators: tracking support metrics (CSAT, DR, escalation rate, etc.).
Detecting irregularities: identifying anomalies within the system (ML, bugs) or on the human side (agents, processes).
Data analysis: leveraging queries, dashboards, and trends to understand the root causes of variations.
Insights & recommendations: providing clear explanations of data movements and actionable improvement proposals.
In short, be the analytical and critical eye of support operations. Make sure numbers are not only tracked but also understood, turning them into stories that guide decisions and drive performance.
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Langues
français
Bilingue ou langue natale
anglais
Compétence professionnelle