Analyst - Customer Experience

5 days ago

Chennai, Tamil Nadu, India Lennox International Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Company Profile:

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

Job Description:

  • Create and assist with maintaining all Customer Experience department Power BI and Qlik.
  • Support/Maintain/Augment customer support data for consolidated reporting.
  • Assist with converting and expanding dashboards.
  • Monitor quality metrics, analyze trends, and report on quality performance to senior management.
  • Analyze quality-related reporting on AI and agent performance.
  • Assist leadership with coverage and special projects as needs are identified.
  • Support the development of an omni-channel dashboard to consolidate insights from customer interactions across websites, reviews, email, phone calls, social media, and other platforms.
  • Analyze data across the multiple customer interaction channels to identify trends, gaps, and opportunities that impact Customer Experience teams.

Work with the SEO team to optimize self-service resources based on data analysis, aiming to improve key performance indicators including self-service, answer speed, answer percentage, and Net Promotor Score

Qualifications:

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 1 year related experience.

  • Any Graduate / bachelor's degree
  • Proficiency in Power BI, Qlik, SQL, Google Analytics, and SEO tools. Working knowledge of MS Excel and PowerPoint.

  • Experience with AI-driven analytics and automation tools is a plus.

  • 3+ years of experience in SEO and/or BI roles, preferably in a customer service environment.

  • Fluent English with excellent verbal and written communication skills. Excellent problem-solving, analytical, and organizational skills.
  • Desire to learn [Professional and Personal development]
  • Flexibility to work in the night shift (6PM to 3AM) and adapt to changing business needs

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