VXI Global Solutions is looking for a talented and analytical Data Analyst to join our team and support a specialized Flight Reservations operation.
We are seeking a data-driven professional who can transform operational data into meaningful insights, identify customer experience opportunities, and drive measurable business improvements through analytics, reporting, and continuous improvement initiatives.
Key Responsibilities:
- Analyze customer contact drivers, repeat contacts, transfers, escalations, and operational performance trends.
- Identify patterns and opportunities to improve the traveler experience and reduce customer friction.
- Establish performance baselines and measurement frameworks to evaluate improvement initiatives.
- Conduct pre- and post-intervention analysis to assess business impact.
- Develop and maintain dashboards, analytical reports, and performance scorecards.
- Identify correlations between operational processes, customer experience, and business outcomes.
- Measure efficiency improvements and cost-to-serve impacts.
- Collaborate with Process Improvement teams to identify opportunities and develop data-driven solutions.
- Translate complex analytical findings into actionable business recommendations.
- Track the impact and sustainability of implemented improvements.
Job Requirements:
- 3+ years of experience in Contact Center Analytics, Business Intelligence, Operations Analytics, or Customer Experience Analytics.
- Advanced proficiency in Microsoft Excel.
- Hands-on experience with data visualization tools such as Power BI or Tableau.
- SQL knowledge is a strong advantage.
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent communication and analytical storytelling abilities.
- Solid understanding of contact center KPIs, including AHT, FCR, Repeat Contacts, Transfers, Escalations, NPS, CSAT, Conversion, and Cost-to-Serve.
Why Join VXI?
Be part of an innovative environment where analytics, technology, AI, and continuous improvement come together to enhance operational performance and deliver exceptional customer experiences.
