Hey – there is a revolution going on! A revolution in digital entertainment. Every day millions of people around the world choose to be more thoughtfully entertained, informed and educated by listening to fascinating stories and all forms of fictional and non-fictional content on their smartphones and other mobile devices.

Audible.de , an Amazon company, is the leading provider of premium digital spoken audio information and entertainment on the internet, offering customers a new way to enhance and enrich their lives every day. Audible’s content offering comprises more than 100,000 audiobooks and audio plays from 800 publishers. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the iPhone and Android smartphones. Audible is also the preeminent provider of spoken-word audio products for Apple’s iTunes® Store.

Based in Berlin, Audible.de is looking for a

Manager, Business Analytics for CS Operations (m/f).

In this position, you will sit in the cockpit of our reporting and metrics infrastructure in our customer service team. This is a privileged position to improve CS processes and reduce costs while reviewing our reports on a regular basis. You will spot critical movements in CS key performance indicators, perform deep dives to identify root causes, and recommend counter measures. You have strong critical thinking and analytical skills with a passion to turn data into actionable insights through quantitative analysis and innovative reporting.

Your key responsibilities:

• Review short and long-term forecasts with associated staffing recommendations that optimize our workforce against incoming contact arrival patterns.
• Identify gaps in our current reporting landscape, and set up a reporting infrastructure that enables our management to make informed and numbers-based decisions.
• Review our reports on a regular basis, spot critical movements in CS key performance indicators, perform deep dives to identify root causes, and recommend counter measures.
• Work closely together with other internal functions and external vendors, and act as the ‘voice of the customer’ within the organization, making sure customer feedback is communicated in a structured, quantified and consolidated way to the business owners.
• Seek to deliver insights, not raw data, to CS management and other stakeholders.

Your profile:

• +3 years of relevant experience in the areas of Business Intelligence, Analytics or Consulting in a CS and/or e-commerce environment.
• Bachelor’s degree or higher in business administration, statistics, business information systems, or other degrees with a quantitative background.
• You have experience in understanding business requirements, translating technical analysis into business context and providing recommendations.
• You are an Excel magician with a proficiency on quantitative analyses. Moreover, you have a passion for numbers, data and metrics, but also for delivering analysis of highest quality.
• You have the ability to undertake variety of tasks and can adapt quickly to new technologies, processes and products. You are energetic and enthusiastic with a passion for excellence and can take ownership of a task through to resolution.
• Ability to prioritize multiple assignments and meet all deadlines with minimal supervision.
• Excellent verbal and written communication skills in German and English required.

Preferred Qualifications:

• Knowledge of SQL, Analytica or other DWH-Tools as well as statistical tools will be beneficial.
• Demonstrated Project Management experience preferred.

Sounds interesting?
If you are looking for a new challenge in an innovative company, where you will have the opportunity to shape and influence the business with the results of your work, where you will be surrounded by an engaged and fun team, Audible is your next stop! Do not hesitate to send us your application with all details together with your cover letter.

Please use our application tool:

Bitte geben Sie bei Ihrer Bewerbung folgende Referenznummer an: JD-509330

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