Customer Care Reporting & Analytics Manager

Customer Care 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 position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects and implementation of a reporting dashboards for AI. 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 Manager 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 to meet prescribed timelines
• Global KPI Contact Center reporting for NA and vendor contractual KPIs
• Collaboration with Global Reporting teams for alignment and tracking
• Reporting Data Governance to ensure data quality and reportability
• Collaborate with ICT on system enhancements to ensure reporting requirements are captured and implemented
• Lead predictive modeling (linear regression, logistic regression, etc.)
• 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
• Project Management Reporting lead for system or data enhancement
• Establishment of reporting dashboard in support of AI solutions

Basic Qualifications:

• Bachelor's degree in Project Management, Business Administration, Decision Science/Statistics, or related field
• 5+ years of data analytics experience
• Strong Analytical Skills
• Advanced knowledge of DB2 SQL & Snowflake
• Goal-oriented and self-directed
• Demonstrated enthusiasm and ability to drive change
• Strong verbal and written communication skills
• Expert level in Microsoft Business Suite (Excel, PowerPoint)
• Expert level in 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
• Knowledge of Genesys Cloud platform and reporting tools (PureCloud, Cloud CX)
• Knowledge of Salesforce and Salesforce reporting tools
• Knowledge of Qualtrics and reporting tools
• Demonstrated ability to learn and be proficient with new software applications