TITLE:  CRC Business Analyst                          

REPORTS TO: CRC Manager  


GENERAL ROLE
CRC Business Analyst will support CRC Manager and CRC Supervisor with comprehensive analysis across service and sales performance, enabling the team to move forward with a solid data foundation. Business Analyst will assist CRC Manager in measuring individual productivity to optimize operation, planning future resource and organizing voice of customer into data. He/She will belong to Hermes Korea Client Relation Center and report to Client Relation Center Manager. 

This is a contract-based position for 6 months (duration may vary depending on the start date). 

MAJOR RESPONSIBILITIES
1. ANALYZE SERVICE AND SALES PERFORMANCE THAT BRINGS BUSINESS INSIGHT

1. Deliver analysis on service and sales performance based on understanding of the team’s operation
2. Define clear source of data by screening Genesys and Kakao system to verify the credential of data
3. Provide weekly and monthly performance report email to team 

 2. PREPARE DATA INPUT FOR FUTURE PLANNING PROJECTS

• Be part in measuring productivity to optimize operation through analysis on call, chat and email communication with customers
• Assist CRC Manager in planning future resource based on capacity study

 3. SUPPORT TEAM WITH ADMINISTRATIVE WORK

• Manage monthly roaster and daily break schedule 

REQUIREMENTS & CAPABILITIES

• 5-10 years experience in business analyst position 
• Experience in research firm or e-Commerce platform preferred
• Experience in Client Relations Center from luxury fashion or hospitality industry preferred
• Skilled in Excel and Powerpoint 
• Fast learner of new systems 
• Business English preferred
• Highly organized with exceptional attention to detail
• Self-motivated
• Good communication skills