Description:
Within the Customer Care team, the Reporting Business Analyst is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Vehicle Brands, Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings.
The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The Reporting Analyst will focus on the following functions:
Genesys Cloud telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.)
Salesforce report development/maintenance of out of the box reports and dashboards
Develop reporting automation to improve reporting efficiencies
Create and maintain weekly and monthly Operational Performance reports to be shared with Global and Regional teams in a timely manner
Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics
Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management
Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide the Voice of the Customer to the Brands for future development of features and services
Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies
Conduct data mining, build predictive models, and make recommendations to anticipate future customer demands and increase call center efficiencies and effectiveness
Incorporate accurate integration of artificial intelligence/machine learning models into future enterprise strategies
Requirements:
80% ONSITE - with potential to move to 100% ONSITE
Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics
1-2 years of analytics experience
Goal-oriented and self-directed
Time Management
High attention to detail for data auding purposes
Strong verbal and written communication skills
Knowledge of Genesys platform and reporting tools (PureEngage Cloud, Cloud CX)
Knowledge of Salesforce and Salesforce reporting tools
Demonstrated enthusiasm and ability to drive change
Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, PowerBi)
Able to prioritize and manage time to deliver business requests in a timely manner
Detail-oriented to ensure high quality data is rendered
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