Customer Care Business Analyst

Company Description
**À propos d’Europcar Mobility Group**

Europcar Mobility Group est l’un des principaux acteurs du secteur de la mobilité. Europcar Mobility Group a pour mission d'être la « mobility service company » préférée des clients, en offrant des solutions alternatives attractives à la possession de véhicules, avec une large palette de services de mobilité : location de véhicules, services chauffeur, auto-partage (carsharing), scooter-partage. La satisfaction des clients est au cœur de la mission du groupe et de l'ensemble de ses collaborateurs et cet engagement vient nourrir le développement permanent de nouveaux services. Europcar Mobility Group opère à travers différentes marques pour répondre aux besoins spécifiques de chaque client ; ses 4 marques majeures étant : Europcar® - le leader Européen de la location de véhicules, Goldcar® - la plus importante société de location de véhicules low-cost en Europe, InterRent® - marque « mid tier » à destination des clients loisirs et Ubeeqo® - leader européen du car-sharing (BtoB, BtoC). Europcar Mobility Group propose ses différentes solutions et services de mobilité dans le monde à travers un vaste réseau dans 140 pays (incluant 20 filiales en propre en Europe et 2 en Australie et Nouvelle Zélande, des franchisés et des partenaires).
- **About Europcar Mobility Group**

**Job Description**:
**Key Missions in line with Europcar Group objectives**:
Contributing to the performance of the Customer Care activities for the group EMG and its 12 Corporate Countries through:

- The overall management of the reporting on customer care multichannel activities
- The overall management of sales, target definition and costs budget process for each country
- Deep analysis on global customer care scope and when needed alerts and action plan proposals
- The deployment of the “Customer Services app” in Qlik Sense

**Major areas of accountability**:

- ** Drive the Group Customer Care performance (operational & commercial performance)**
- Manage the recurrent reportings: update of weekly, monthly and quarterly reporting on all channels, for all countries.
- Deliver and present the Group customer services monthly performance report
- Take the responsibility for call centers commercial data and associated analysis
- ** Manage efficient ad-hoc data analysis over these reportings**
- Launch deep dive on main trends in a proactive way on a monthly basis to detect improvement
- Suggest possible root causes and possible actions to solve incidents in a reactive way
- Challenge the performance of the Customer care KPIs based on the global business performance thanks to closed relations with others business analysts
- ** Support the Customer Care team during the Budget process**:

- Work closely with the team to define and coordinate the yearly sales and calls budget for each country and brand
- Analyse all along the year the gap versus budget and alert when necessary
- Make the connection between IT & Business teams during the development process
- Validate the data to be integrated
- Design and build the dashboards in the App

**Internal and External Relationships**:

- Outsourced and insourced Contact Center manager
- Operations with regards to station flows
- Local countries Call Center & Customer Service management

**Qualifications**:
**Level of education and experience**:

- University degree, Bachelor degree + 3 years
- Confirmed experience within international operations environment ( 3 years minimum)

**Linguistic skills**:

- French: Native or fluent
- English: Fluent

**Mobility : France**

**Technical Competencies**
- Knowledge of and experience in consolidating multisource reporting
- Knowledge of Salesforce service cloud (or other CRM tool) & Qliksense would be a plus
- Experience of Data analytics and presentation of reports

**Behavioural skills**:

- Ability to deep dive in numbers
- Ability to report in a synthetic way on a complex problem
- Ability to work in a multi-cultural and multi located teams
- Ability to manage the countries to get the data needed but also to challenge them on those data
- Rigorous and methodical in managing budgets
- Communication skilled
- Ability to evolve in a fast paced, unpredictable environment
- Team player
- Autonomous

Additional Information

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze