Graduate Customer Support Business Analyst

Description -

Customer Support (CS) is delivering Customer Services & Support for all Personal & Printing Systems customers, both Consumer & Commercial. Support is operated through a network of outsourced support & services delivery partners/suppliers.

We are looking for a Graduate to contribute to CS Iberia delivery organization, as a business analyst and supporting and engaging with HP partners/Retailers for a best-in-class support level.

YOU will be assigned a mentor in our team that will help on your ramp up, guide you through the organization, will organize your onboarding process and support along this journey.

Objectives & Responsibilities:

Although you will be integrated in Iberia Delivery team, you will work in an international and diverse context and with several roles/functions/countries. For that purpose, you will require data analysis capabilities in order support the team to create actions from insights through data. On top, having great communication and engagement skills is also critical to better interact with your colleagues in different functions and with retailers/partners in Iberia,

Job Description

• Perform business analysis to support operations and enable business decisions.
• Support and develop data analysis and modelling frame to support Operations management.
• Engagement with local retailers and partners to secure HP interests and overall partners and customers satisfaction
• Lead or participate in internal process improvement initiatives

Job specifics/responsibilities:

Overall, your role will be split into 3 main areas, Delivery Operations, Data analysis and partner management

Delivery Operations Management

• Drive End to End operational performance and customer satisfaction KPIs
• Engage, influence and monitor closely the various aspects and functions/teams contributing to the delivery chain (contact center, supply chain, Channel operations, etc…)
• Make sure that our commitments with customers and retailers/partners are met
• Drive improvement plans (with support of other functions) to meet required objectives
• Prepare country performance package and provide support for weekly ops review
• Benchmark performance vs competition and ensure best practices are shared

Data Analysis

• Partners and Central repair line backlog reports and analysis
• Analyze CSAT detractors for both Channel(partners) and Direct flows to identify corrective actions
• Monitor open cases management with specific focus on spare parts sourcing and return flows
• Support requirements from Country Delivery Mgr and Consumer support Mgr
• Transform data into improvement actions

Partner Management

• Assist partners on all questions/issues raised
• Engage with local sales to identify key issues and understand how Customer support can be a differentiator towards sales increase with specific partners
• Help driving changes/projects coming from EMEA/Global teams with HP local partners
• Support Consumer support Mgr in partner meetings, including F2F if needed

Skills and Qualifications:

• Strong relationship management
• Team collaboration
• High analytical and creative problem-solving capabilities
• Excellent communication skills
• knowledge of service delivery principles and processes
• Attention to detail, while able to focus on top impacts/topics
• Spanish Native
• Excellent English level spoken and written
• Demonstration of resilience & tenacity
• Enthusiasm, curiosity, participative and willing to bring new ideas and passion for business analytics

Academic Background

• Industrial Engineering, Business management
• Data analytics (visualization, Python, SQL, etc…) studies or knowledge not a must but would be a real plus

Experience our benefits:

Being part of HP means access to an international community with lots of growth opportunities within the company, professional development resources, networking opportunities, while enjoying in a great atmosphere making an impact.  

• Flexibility to keep a good work life balance.
• Health & Life insurance.
• Lunch at reduced prices at our canteen / ticket restaurant vouchers.
• HP product discounts.
• Flex optimization program: Kindergarten tickets, public transportation tickets.
• Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
• Women, Pride, Young employees, Multicultural, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
• We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.

Sales and Services Entity (ES11)

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement