Specjalista ds. Analiz i Raportowania Operacyjnego (COK/Call Center) (k/m)

ARC Europe Polska sp. z o.o. is part of ARC Europe, the largest car assistance service provider in Europe operating in over 40 countries. The company organizes assistance services for individual clients—car drivers—on behalf of business clients including car manufacturers/importers (OEMs), leasing and long-term rental companies (CFMs), insurance companies, and automotive firms, ensuring 24/7/365 mobility support across Europe.

• Higher education or ongoing studies in analytics, economics, finance, or related fields.
• Between 6 months and 2 years of experience in analysis, reporting, or operational support, preferably in contact center/customer service or related operational environments.
• Proficient in data handling, understanding relations between tables, aggregation, filtering, trend analysis, and maintaining high data quality; good knowledge of operational KPIs.
• Practical problem-solving skills with ability to draw conclusions and translate analysis into customer service process improvements.
• Very good command of Excel (pivot tables, advanced filtering, lookup, conditional formulas, clear summaries).
• Basic SQL skills including SELECT, WHERE, JOIN, GROUP BY, CASE.
• Ability to logically describe processes and solutions in tools such as Power BI and Power Automate.
• Willingness to continuously develop skills in data analysis, Excel, SQL, Power BI, Power Platform, and AI tools.
• English language proficiency at minimum B2 level.
• Personal attributes: analytical and logical thinking; accuracy; operational curiosity; responsibility for data quality; ability to ask the right questions; openness to feedback and clear communication.

Nice to have:

• Experience in operational environments, contact centers, assistance industry, B2B services, or collaboration between business and IT.
• Involvement in report creation, dashboards, automation, or tools supporting team work.
• Basic knowledge of star schema, DAX, Power Query, workflow automation, API, or AI tools with awareness of information security.
• Practical skills with Power Query, basic DAX measures, creating clear Power BI reports, simple flows in Power Automate, SharePoint/Teams environment, and process documentation.
• Certifications or completed trainings such as Microsoft Learn, PL-300, PL-900, AI-900, or others related to data analysis, Excel, SQL, Power BI, or Power Automate.

• Plan and forecast resources for call center/customer service structures, considering dynamic operational peaks and seasonal conditions.
• Analyze current operational results, KPIs, and success criteria to identify trends, deviations, and optimization areas.
• Create forecasts, reports, summaries, and analyses supporting strategic and operational business decisions.
• Design and continuously improve targeting models, budgeting, and operational scenarios aiding the Customer Service Center.
• Extract, combine, validate, and ensure data quality, promptly alerting on anomalies.
• Collaborate effectively with local and international teams to support process development, optimization, and innovation.
• Maintain and enhance existing reporting tools using Excel and Power BI.
• Prepare simple SQL queries and auxiliary tables to support current customer service center operations and improvements.