Senior Operations Analyst

The Senior Operations Analyst will take a lead role in providing reporting, dashboards, analytics and strategic recommendations for the Customer Service Department, supporting Mechanical Claims and the Customer Contact Center for a multi-site contact center operation. The primary role is to manage and optimize the planning activities for a multi-site operation which includes preparation and presentation of monthly reporting, creating forecasts and staffing models, developing self-servicing dashboards, providing insight and analysis to assist in tactical and strategic decisions. Responsibilities also include developing, improving and automating existing reports and models, working with department heads to update data, documenting and analyzing data, presenting the results to management and handling ad hoc requests.
Job Responsibilities:

• Provide reporting, self-servicing dashboards, forecasts, insights and analyses supporting tactical and strategic decision making
• Data mining, cleansing, modeling, visualizing and analyzing, documenting existing and future business processes
• Updating, refining and enhancing current reporting to improve the quality and speed of delivery of financial and operational reporting
• Summarize data into presentations while telling a story to support business decisions and strategic direction. The target audience will primarily be internal customers and executive management.
• Special Projects and ad hoc analyses as assigned
• Idea generation, recommendations, etc.
• Create and maintain relationships with stakeholders, gain thorough understanding of their desired business outcomes and how they translate into BI application features and visualizations
• Development using a variety of BI tools including Excel, Power BI, Power Automate, Power Query, DAX and SQL in an Azure Cloud database environment

Qualifications:

• Bachelor's Degree in Business Administration, Computer Science, Data Analytics or another related field. While a specific degree in data intelligence is a strong asset, equivalent work experience may be considered
• Strong quantitative, analytical and problem-solving skills
• Experience in financial analysis and reporting or related work. With demonstrated financial analysis and modeling expertise
• Experience in presenting / discussing results of performance
• Ability to prioritize tasks efficiently with a high level of attention to detail
• Excellent project management, interpersonal and organizational skills
• Ability to work under tight deadlines while being flexible and responsive to changing conditions
• High degree of proficiency with the Microsoft Suite of products including Excel, Power BI, and Power Automate
• Excellent command of the SQL language with the ability to write complex queries
• Effective communications both verbally and written
• Self-driven to learn new technologies, methodologies and approaches is a must

#LI-BS2
#LI-HYBRID
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family's Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.