AddressThe Analytics Specialist serves as the touchpoint for all customer questions or concerns regarding their ownership experience. The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. This role is responsible for advanced analytics, predictive modeling, Telephony analytics and development of queries and reporting in DB2 SQL (and other analytic tools). The Customer Care Reporting and Analytics Specialist will identify trends in data and communicate findings with operations/cross functional teams. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The position will connect disparate data sources to correlate and normalize customer care data with other relevant data sources. The Customer Care Reporting and Analytics Specialist will focus on the following functions:
· Development of ad hoc DB2 SQL queries
· Genesys PureCloud (MicroStrategy) telephony Analysis and Reporting (Real time, Historical, IVR)
· Generate executive level PowerPoint presentations
· Lead predictive modeling (linear regression, logistic regression, etc.)
· QlikSense \ Tableau \ PowerBI development
· Reporting Automation
· Identify trends in data and develop solutions to ad hoc issues
· Participate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position
Requirements:HYBRID ROLE. 90% remote.
1-2 years of analytics experience.
Basic Qualifications:
· Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics
· Advanced knowledge of DB2 SQL
· Goal-oriented and self-directed
· Demonstrated enthusiasm and ability to drive change
· Strong verbal and written communication skills
· Intermediate experience using statistical software (SPSS, SAS, R, etc.)
· Expert level in Microsoft Business Suite (Excel, PowerPoint, VBA)
· 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:
· Knowledge of Genesys platform and reporting tools (PureCloud)
· Knowledge of Salesforce and Salesforce reporting tools
· Demonstrated ability to learn and be proficient with new software applications
CategoryProgram Management
FunctionEngineering
Req IDJN -032024-120954
