Company Description
“Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality."
Job Description
Senior Data & Reporting Analyst, Global Contact Centres
(Bangkok Based)
As a part of the Data Team of Contact Centers, you will report directly to Head of Data and Reporting in Paris. Your role will focus on building and improving our contact center reporting & analyses, to fuel the enhancement of business performance of Accor Reservation & Care service, by using your strong data insights. You will join an international, passionate and data savvy team for exciting projects.
MAIN RESPONSIBILITIES:
Performance tracking
- Build, and improve Contact Center reporting and dashboarding order to follow up closely our daily operational performance
- Consolidate reporting requirements from different regions, hotels, BPOs, prepare recurrent performance reports for different stakeholders
- Manage the master database, assure the quality of imported data from different sources, work with central data team to automate the process
- Help develop & evolve our existing as well as new KPIs
Business analysis
- Identify issues and opportunities to improve business performance in our Reservation and Care services from the quantitative and qualitative data
- Identify rooms for improvements and provide insights based on the data to help optimize our operation processes (eg. SLA & Cost optimization)
- With your strong expertise, you will be the business partner of all Contact Center projects and will provide ad-hoc analysis to assist decision making
Qualifications
PROFILE
Bac+4/5 Business or Engineering school, specializing in Data or business analytics
Minimum 3-5 years’ experience
REQUIREMENTS
Strong analytical skills to help collect, measure, organize and pivot data
Ability to translate the business needs into data specification.
Knowledge of database languages (SQL on Snowflake); data visualization tools (Tableau) and understanding the mechanism of CRM tools (Salesforce)
Critical thinking, solution oriented
You are organized, structural
You are agile and know adapting to the different situations
Full business proficiency in English (written & verbal), a second / third language would be a plus
Ability to adapt to a multicultural environment, to understand local specificities
You are hands on, and enjoy getting into the heart of the matter
Top Skills
What We Do
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
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