Customer Service Data Analyst (M/F) | Rabat (Morocco)

Context of the Mission:

Imagine yourself at the heart of our Customer Service Operations Department, within a "forecasting and budget" team of 4 people. Together, with an apprentice, two other Data

Analysts, and your manager, you will share a common passion for data, a deep understanding of our customers' behavior, and an appetite for management control.

Your collective mission? To engage various stakeholders to reduce call frequency while ensuring optimal service quality

for our customers. This is a unique opportunity to give meaning to every number and directly impact the customer experience!

Every day, you will dive into our data to monitor and decipher call volumes, to understand what makes up our customers' call frequency. You will be

a key player in our budget exercises, contributing to defining the trajectory of our customer service volumes and costs. Your curiosity will be used to conduct

in-depth studies, understand the changes in our customers' calling behaviors, and thus refine our forecasts, while seeking to optimize these volumes downwards. To

do this, you will build valuable relationships and interact regularly with the managers of call centers, our Business Intelligence, flux management, and call flow

configuration teams, as well as with management control. Your role will be essential to inform our decisions and build the future of our customer service.

Activities:

Activities performed:

• Customer behavior study
• Call forecasting
• Order processing
• Operational monitoring (call volume)

Education:

• Master's degree (Bac +5) in computer engineering or a related field, with an excellent level of communication in French.

Technical and/or job-specific skills:

• SQL / Dataiku
• Advanced Excel
• Aptitude for artificial intelligence (AI)

Office tools:

• PowerPoint