Stanza Living

Key Responsibilities:1. Analytics & Reporting:- Build and maintain dashboards, trackers, and KPIs across CX functions including:- Ticket volumes & SLA adherence- Escalation trends and resolution TAT- Agent performance metrics (FCR, AHT, CSAT)- NPS & behavior analytics- Drive weekly and monthly CX review reports for internal and leadership consumption.2. Problem-Solving & Insights:- Conduct root cause analysis (RCA) for major CX issues and ticket surges across categories (R&M, Internet, Housekeeping, etc.).- Use structured frameworks to identify costly friction points and propose data-backed solutions to minimize support load and improve satisfaction.3. Product & Process Intelligence:- Support category program managers by providing insights for SOP changes, process automation, and ticket reduction initiatives.- Collaborate with tech/product teams to design event triggers, logs, and user cohorts for CX product interventions (e.g., self-serve journeys, proactive nudges).4. Cross-functional Collaboration: - Work closely with on-ground ops, call center teams, escalation managers, and product owners to turn analysis into actionable execution.- Maintain a CX Data Dictionary and ensure data integrity and hygiene across dashboards and internal Strong command over SQL for data querying and extraction- Hands-on experience in building dashboards and reports using Power BI (or similar visualization tools)- Ability to synthesize large data sets into meaningful insights and storytelling- Strong stakeholder management and communication skills- Attention to detail, a proactive mindset, and a bias for action (ref:iimjobs.com)