Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.
The role in a nutshell:
The Customer Services Reporting & Data Management team is responsible for maintaining data sanity across the different data sources and for preparing reports of all kinds, formats, and frequency with main focus on customer contacts and account data as well as individual and team performance. The data and analysis provided in this fashion is used to support business performance tracking and decision-making across Operations.
What you'll be doing:
- Prepare and send daily / weekly / monthly departmental performance reports, executive summaries, and analysis to internal and external stakeholders as per agreed timelines and formats Deliver ad-hoc reports and analysis to support business decision making on the fly
- Validate CS and customer data and collaborate with the technical teams to resolve any identified problems
- Maintain up-to-date and detailed documentation of the current reporting landscape (specifications, definitions, timelines, distribution lists, SQL queries, execution guides, etc.)
- Participate in CS projects to ensure data needs and new tool reporting requirements are identified and met
- Administrate the reporting aspects of CS tools in collaboration with the relevant tech teams
- Drive the optimization of all reporting through automation and usability enhancements
What we need from you:
- Professional experience in performance and KPI reporting within a contact center or similar environment. A solid understanding of contact center metrics.
- Ability to match reporting requests to available data and to translate business needs into data requirements
- Knowledge and experience in data analysis / business intelligence
- Advanced knowledge of and experience with MS Excel
- Good knowledge of and experience with MS PowerPoint
- Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio would be significant a plus
- Some knowledge of and experience with database structures, VBA automation, CRM / Case management tools (Zendesk, Salesforce and similar), BI tools (e.g. Microstrategy, Tableau, etc.)
- Excellent verbal and written English
- Strong communication skills
- Collaborative nature, ability to work both independently and as part of a team
- A strong sense of initiative, willingness to lead and drive tasks to completion, to improve and optimize
What we offer:
- Competitive remuneration package;
- 25 days annual leave ( for Sofia location)
- Social benefits: personal health insurance, dental allowance, sport activities, food vouchers;
- Opportunity to join a team of great professionals;
- Dynamic and friendly work environment;
- Team building activities.
Ready to get involved?
Bring your energy to Entain and you’ll be in the mix from the start.
Apply now!
