CS Performance Monitoring and Business Development Specialist Ι Data Analytics & Reporting

Purpose

As a Customer Service Performance Monitoring & Business Development Specialist, with a focus on Data Analytics & Reporting, will be responsible for designing, developing and delivering of accurate and insightful reports and KPIs related to the Bank’s Customer Service Division, which includes Call Center Services, Complaints and Request Handling and the Voice Portal (IVR). This role will play a key part in strengthening data-driven decision-making, performance monitoring and data visualization across the Customer Service Business Area and the wider Bank.

What you will be doing

•    Design, develop and maintain operational and management reports related to inbound and outbound Call Center activities, Customer Requests and Complaints, IVR performance and overall customer service KPIs.
•    Create and deliver interactive Power BI dashboards and reports to support daily monitoring and business reviews and strategic planning.
•    Collaborate with internal stakeholders and external service providers to ensure data integrity, consistency across sources and alignment with business definitions.
•    Participate in the gradual migration of reporting flows to Python, contributing to process automation and improved data pipelines.
•    Interpret trends, identify anomalies and highlight improvement opportunities using quantitative and qualitative data.
•    Support the budgeting, forecasting and performance tracking of the Customer Service Division, including vendor-related SLA and billing reporting.
•    Contribute to the continuous improvement of the reporting framework by introducing best practices in data modeling, visualization and performance monitoring.

What you need to have

•    A Bachelor's degree in Data Science, Business Analytics, Computer Science, Statistics, Engineering, or a related field.
•    A Master’s degree in a related field will be considered an asset.
•    At least three (3) years of experience in reporting or analytics roles, preferably within customer service or call center environments.
•    Proven experience in designing reports and dashboards using Power BI (DAX, data modeling, Power Query).
•    Strong skills in Excel and data science technologies such as SAS, SQL,SPSS. Experience in Python for data handling and automation will be considered a significant asset.
•    Solid analytical and critical thinking skills, with a focus on accuracy and attention to detail.
•    Ability to collaborate across departments and communicate effectively with both technical and non-technical stakeholders.
•    Excellent command of the Greek and English language (both written and spoken).