AI Performance & Analytics Specialist for Customer Channels
Puno radno vreme Ugovor

We are looking for an u AI Performance & Analytics Specialist for Customer Channels. to help measure, analyze and optimize the performance of AI-powered customer channel solutions, including chatbots, voicebots, interaction intelligence and future AI products.

The role focuses on tracking the performance of AI-powered customer channel solutions, providing clear visibility into operational and business metrics, and evaluating the realization of expected business value through data-driven analysis and reporting.

What we will expect from you:

• Develop and maintain performance dashboards and reporting frameworks for AI-powered customer solutions.
• Analyze customer interactions with AI solutions, usage patterns and channel performance to identify optimization opportunities.
• Track key AI performance metrics, including automation rates, intent recognition, containment and resolution quality.
• Conduct root cause analysis and provide recommendations to improve customer experience and business outcomes.
• Support business, product and technology teams with data-driven insights and performance assessments.
• Prepare executive reports and presentations for management and key stakeholders.
• Identify opportunities for automation, advanced analytics and AI-driven optimization across customer channels.

For a good start you will need:

• University degree in Data Analytics, Information Technology, Economics, Mathematics, Statistics, Organizational Sciences or a related field.
• Experience in data analytics, business intelligence, performance management, customer experience analytics or digital products.
• Experience creating dashboards and automated reporting solutions.
• Strong analytical skills, including trend analysis, data interpretation and root cause analysis.
• Experience with SQL and data visualization or business intelligence tools, preferably Power BI.
• Knowledge of mobile and fixed telecommunications services and related customer processes is a plus.
• Fluent English, both written and spoken.
• Strong analytical and critical-thinking mindset.
• Structured and systematic approach to problem solving.
• Attention to detail and commitment to data quality.
• Ability to identify trends, patterns and performance drivers.
• Ability to manage multiple priorities in a dynamic environment.
• Interest in applying AI tools and techniques to enhance analytics and reporting.

Why we think you should apply:

• Environment which allows you to grow and develop
• Flexible working hours and hybrid work model
• Participation in bonus system
• 25 days off per year
• Heathcare package
• Mobile phone with unlimited internet and Family Yettel tariff package
• Recreation or health program
• In-house training and development programs
• Career development opportunities

Please include your references in your CV, as reference check is an integral part of our selection process.

We hope to meet you soon!

Označeno kao: 1. smena