SayPro Data Analyst – SayPro Classified Office

SayPro Monthly January SCMR-5 SayPro Monthly Classified Support Tickets: Implement a support ticket system for user inquiries by SayPro Classified Office under SayPro Marketing Royalty SCMR

Position Overview:

As a Data Analyst for the SayPro Classified Office, you will play a crucial role in gathering, analyzing, and interpreting data related to support tickets within the SayPro Classified platform. Your primary responsibility will be to provide actionable insights derived from ticket volume, resolution times, and user satisfaction scores. These insights will help the SayPro Classified Office optimize its support systems, improve user experience, and enhance overall operational efficiency. You will work closely with the SayPro Marketing Royalty SCMR team to ensure that the SayPro Monthly Classified Support Ticket System (January SCMR-5) is functioning effectively, accurately tracking ticket inquiries, and providing data-driven reports for continuous improvement.

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Key Responsibilities:

1. Data Collection and Analysis:
   • Gather data on ticket volume, user inquiries, resolution time, and user satisfaction from the SayPro Monthly Classified Support Ticket system (January SCMR-5).
   • Monitor and track ticket submissions and outcomes, including the type of inquiries, time taken for resolution, and the overall satisfaction ratings submitted by users after the resolution of each ticket.
   • Use data analytics tools to process, clean, and organize data for analysis.
2. Ticket Volume Reporting:
   • Produce regular reports summarizing ticket volume, categorized by issue types, user demographics, and ticket origin (e.g., region, department).
   • Analyze trends in ticket volume to identify patterns, such as spikes in specific types of inquiries or recurring issues, and report them to the team for further action.
3. Resolution Time Analysis:
   • Track and analyze the time taken to resolve support tickets. Provide insights on average resolution time, identify areas where time could be reduced, and highlight any inefficiencies in the resolution process.
   • Work closely with the SayPro Classified Office support team to identify bottlenecks or delays in the ticket resolution workflow.
4. User Satisfaction Tracking:
   • Analyze user satisfaction surveys provided after each ticket resolution. Identify key drivers of user satisfaction or dissatisfaction and generate insights that can help improve customer support and experience.
   • Correlate user satisfaction scores with specific support actions, such as ticket resolution time, issue type, or support team performance.
5. Actionable Insights for Improvement:
   • Based on data analysis, provide actionable recommendations for improving ticket management systems, including automating or streamlining certain processes to reduce resolution time and enhance user satisfaction.
   • Highlight areas where the support team can improve based on common issues or frequent inquiries, and suggest training or process changes to improve efficiency.
6. Collaboration with Stakeholders:
   • Collaborate with the SayPro Marketing Royalty SCMR team to ensure that the data collected aligns with business objectives and supports marketing and support strategies.
   • Present findings in monthly meetings with stakeholders, providing clear data visualizations, performance metrics, and recommended actions.
7. Reporting and Dashboard Creation:
   • Create and maintain interactive dashboards and reports that visualize key metrics such as ticket volume, resolution time, and user satisfaction scores.
   • Ensure that these reports are easily accessible to all relevant teams, including support, marketing, and senior management, for decision-making purposes.
8. Continuous Improvement:
   • Regularly evaluate the performance of the support ticket system and suggest ways to enhance its features or functionality based on user feedback and data insights.
   • Monitor the impact of any changes or improvements made to the ticket system by tracking relevant metrics before and after implementation.
9. Documentation:
   • Maintain accurate documentation of your data analysis processes, methodologies, and the tools you use to collect, clean, and analyze the data.
   • Ensure that all findings, recommendations, and reports are well-documented and available for future reference by the team and management.

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Qualifications:

• Educational Requirements:
  • A bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field. A master’s degree or relevant certifications is a plus.
• Experience:
  • 2+ years of experience in data analysis, preferably in a customer service or technical support environment.
  • Experience working with support ticket systems (e.g., Zendesk, Freshdesk, Jira Service Desk) is a strong advantage.
  • Familiarity with CRM and marketing systems is a plus.
• Technical Skills:
  • Strong proficiency in data analysis tools such as Excel, Tableau, Power BI, SQL, or Python.
  • Experience in data visualization and reporting.
  • Ability to use statistical techniques for analyzing large datasets and generating actionable insights.
• Soft Skills:
  • Excellent communication skills, with the ability to present complex data findings to non-technical stakeholders.
  • Strong problem-solving abilities and a keen eye for detail.
  • Ability to work independently and collaboratively within a team.
• Other Requirements:
  • Knowledge of the SayPro Classified platform and its support systems is beneficial.
  • Ability to work under pressure and meet deadlines while maintaining high standards of data integrity and accuracy.

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Work Environment:

This role will primarily be based in the SayPro Classified Office, where the analyst will collaborate with team members in the marketing and support departments. Occasional meetings with the SayPro Marketing Royalty SCMR team may occur remotely. You will have access to various tools and platforms used by SayPro to collect and analyze support data.

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By leveraging data-driven insights, this position aims to optimize the customer support experience and improve operational efficiency, directly contributing to the overall success of SayPro Classified’s operations under SayPro Marketing Royalty SCMR.