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.Reporting & Performance Manager (all genders)Porto, PT, 4149-011 Berlin, BE, DE, 10369Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.Become part of our winning team and help us create a world that works better.ResponsibilitiesWe are seeking a highly skilled and analytical Reporting & Performance Manager (all genders) to join our global Customer Support/Operational Excellence team. This role will be instrumental in collecting, analysing, and reporting on data to drive performance improvements and strategic decision-making within the department. The ideal candidate will have strong technical skills, a passion for data, proven experience in a reporting performance role in a Customer Support environment, and the ability to provide actionable insights that align with business objectives.Extract, clean, and analyse customer support data to ensure accuracy and provide insights for performance improvement.Develop and maintain KPI dashboards and reports to support data-driven decision-making.Use predictive and prescriptive analytics to forecast support demands and optimize processes.Communicate complex data findings in a clear, concise manner to both technical and non-technical stakeholders.Create executive summaries and visual presentations that connect data insights to business strategies and decision-making.Identify and automate inefficiencies in workflows, collaborating with cross-departments/teams for implementation.Analyse customer journeys and tailor support strategies for different segments.Provide data-driven recommendations to leadership for strategic planning.Implement real-time performance monitoring tools and continuously refine KPIs.Benchmark performance against industry standards and identify best practices.Present complex data insights clearly to stakeholders through reports and visualizations.Lead data-related projects to align with business objectives and improve efficiency.Stay informed on emerging trends in customer support analytics and recommend innovations.RequirementsBachelor's degree in Data Science, Statistics, Computer Science, Data Analytics, or a related field.3+ years of experience in a performance reporting role, business analytics or data analytics.Experience in customer support/ contact center, call center environment in a similar role is mandatory.Proficiency in data visualization tools (e.G., Tableau, Power BI) and advanced Excel skills, including pivot tables, v-lookups, and data modelling
