[쿠팡] CS 리드타임 데이터 분석 담당자
Core
Build and monitor data-driven systems to improve customer experience and reduce long-term ticket delays (TP) in a high-volume e-commerce customer service environment.
Role type
Senior Customer Service Data Analyst / Lead Time Management
Builds
Dashboards, reporting systems, and SOPs for long-term ticket resolution and process improvement.
Domain
E-commerce / Customer Experience / Data Analytics
Deliverable
dashboards & analysis
Required skills
Data analysis (Python, SQL), Process improvement, Root cause analysis, Stakeholder collaboration, Insight generation, SOP creation
Preferred skills
Zendesk/Jira experience, AI-driven process improvement, Project leadership, Statistics certification, Policy documentation
Technologies
Python, SQL, Power BI, MS Office, Zendesk, Jira
Responsibilities
Build TP analysis and metric monitoring systems; Perform root cause analysis for long-term delays; Collaborate on CS policy and system upgrades; Derive insights from long-term delay cases to create SOPs; Report on TP issues and validate improvement actions; Build dashboards for TP metrics.
Seniority
Senior, hands-on IC
