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Reporting Business Analyst
Trillium Professional is now seeking a Reporting Business Analyst in Auburn Hills!
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
Pay rate is $34 per hour. Apply now!
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
Preferred Qualifications:
-Master’s degree in above related area of study
-Demonstrated ability to learn and be proficient with new software applications
-Intermediate knowledge of DB2 SQL
-Intermediate experience using statistical/data software (QlikSense, SPSS, SAS, R, Python, etc.)
Trillium Technical has been recruiting and placing Engineering professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees with an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of Engineering professionals. Trillium is an Equal Opportunity Employer.
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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and vacation days, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.
Contact Us if you have any questions
Our intentions are to fill job vacancies as quickly as possible with qualified candidates. We are always accepting applications if a time sensitive job has an application deadline it is noted in the job description. Click on "Apply" to begin the apply process.
