The client in Auburn Hills, MI is looking for a Business Analyst to help with data analysis and report generation for the Customer Care team. The goal is to gain insights from data to improve the customer ownership experience, monitor operational goals, and drive efficiency through data analytics and reporting automation.
Requirements
- Knowledge of Genesys platform and reporting tools (PureEngage Cloud, Cloud CX).
- Knowledge of Salesforce and Salesforce reporting tools.
- Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, PowerBi).
- Intermediate knowledge of DB2 SQL.
- Intermediate experience using statistical/data software (QlikSense, SPSS, SAS, R, Python, etc.).
Responsibilities
- 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.
- Conduct data mining, build predictive models, and make recommendations to anticipate future customer demands and increase call center efficiencies and effectiveness.
Other
- Goal-oriented and self-directed.
- Time Management.
- High attention to detail for data auding purposes.
- Strong verbal and written communication skills.
- Demonstrated enthusiasm and ability to drive change.
