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Client Reporting Analyst III

Riverside, Rhode Island;

Job Description:

Responsible for developing reporting from data acquisition through report development and delivery. Can also be responsible for complex components of large reporting platforms. Frequent client engagement with peers and managers is required as part of day to day work. Participates in client meetings to understand needs and occasionally is asked to contribute specialized knowledge. May lead smaller reporting projects or components of a larger effort. Little to no direct associate management. Expert with tools and process used to automate reports end to end. Has extensive business knowledge for business units being supported. Seen as having good working experience, knows data and business well. Good understanding of data gathering tools, proficient with business intelligence reporting tools. Handles multiple priorities at once and possesses strong communication skills. Demonstrates strong leadership qualities and consistently shows initiative. 3+ years of experience.

Performance Reporting and Information is responsible for increasing the ability of contact centers to effectively use new and existing data, and for articulating the analysis of that data to the people who need the information, including executives, leaders, associates, and various business partners.  Our commitment is to provide an accurate and transparent representation for all data views, which will be used to optimize our shareholder, client, and/or associate experiences.

The analyst will be responsible for end-to-end report development for various contact center partners ranging from Executives to Team Leads.  This position requires a strong command of various data mining and advanced analytical techniques to produce user friendly analytical and reporting solutions.

The successful candidate will be able to:

·       Design, development and implementation of reporting solutions using complex data, systems and tools in an operations environment of +12,000 portal users, +250 active reports, and +100 new annual requests

·       Become a subject matter expert and act as liaison between line of business and technology teams, turning business needs into reporting and technical requirements ensuring data/data components, related business rules and calcultions are accurately built and maintained

·       Monitoring and resolution of production and data problems, with a focus on urgency, understanding root cause, resolution and communicating of statuses to various partners

·       Monitor the data reporting portfolio, with an ability to identify, design, and implement enhanced data visualization solutions  

·       Partner with +30 reporting analysts cultivating a healthy team culture

·       Support the reporting intake tool, portal reports with ongoing re-certification, and data integration/quality procedures

·       Design and influence Business Intelligence innovation through creative reporting views

·       Maintain strong risk management framework and control processes

Required Qualifications:

·       Experience in contact centers or large scale operations environment

·       Experience in designing and implementing complex Tableau reports, dashboards, and visualizations that align to the business case requirements

·       Engages and invests in a positive culture of reward and recognition

·       Experience with data reporting tools and systems (Hadoop, SQL, Tableau, MicroStrategy, C-Cube, NICE, Genesys, Avaya, SharePoint, etc.)

·       Experience working with multiple technology and data warehousing teams

·       Demonstrated success in executing business improvement (SIM) or equivalent strategies with proven benefits

·       Strong interpersonal skills required to interact with a broad range of stakeholders, partners, and personalities

·       Experience in delivering projects of various sizes using both Waterfall and Agile methodologies

·       Microsoft Office skills (Visio, Excel, and PowerPoint)

·       Advanced Technical, Analytical and Problem solving skills

Desired Skills:

·       Financial services business acumen

·       Experience with Contact Center technologies and data teams: CCAT, MCCA, CCVT

·       Data visualization experience

·       Data analytics modeling background

·       Demonstrated analytical experience in utilizing SAS

·       Process improvement expertise; Six Sigma certification

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Responsible for developing reporting from data acquisition through report development and delivery. Can also be responsible for complex components of large reporting platforms. Frequent client engagement with peers and managers is required as part of day to day work. Participates in client meetings to understand needs and occasionally is asked to contribute specialized knowledge. May lead smaller reporting projects or components of a larger effort. Little to no direct associate management. Expert with tools and process used to automate reports end to end. Has extensive business knowledge for business units being supported. Seen as having good working experience, knows data and business well. Good understanding of data gathering tools, proficient with business intelligence reporting tools. Handles multiple priorities at once and possesses strong communication skills. Demonstrates strong leadership qualities and consistently shows initiative. 3+ years of experience.

Performance Reporting and Information is responsible for increasing the ability of contact centers to effectively use new and existing data, and for articulating the analysis of that data to the people who need the information, including executives, leaders, associates, and various business partners.  Our commitment is to provide an accurate and transparent representation for all data views, which will be used to optimize our shareholder, client, and/or associate experiences.

The analyst will be responsible for end-to-end report development for various contact center partners ranging from Executives to Team Leads.  This position requires a strong command of various data mining and advanced analytical techniques to produce user friendly analytical and reporting solutions.

The successful candidate will be able to:

·       Design, development and implementation of reporting solutions using complex data, systems and tools in an operations environment of +12,000 portal users, +250 active reports, and +100 new annual requests

·       Become a subject matter expert and act as liaison between line of business and technology teams, turning business needs into reporting and technical requirements ensuring data/data components, related business rules and calcultions are accurately built and maintained

·       Monitoring and resolution of production and data problems, with a focus on urgency, understanding root cause, resolution and communicating of statuses to various partners

·       Monitor the data reporting portfolio, with an ability to identify, design, and implement enhanced data visualization solutions  

·       Partner with +30 reporting analysts cultivating a healthy team culture

·       Support the reporting intake tool, portal reports with ongoing re-certification, and data integration/quality procedures

·       Design and influence Business Intelligence innovation through creative reporting views

·       Maintain strong risk management framework and control processes

Required Qualifications:

·       Experience in contact centers or large scale operations environment

·       Experience in designing and implementing complex Tableau reports, dashboards, and visualizations that align to the business case requirements

·       Engages and invests in a positive culture of reward and recognition

·       Experience with data reporting tools and systems (Hadoop, SQL, Tableau, MicroStrategy, C-Cube, NICE, Genesys, Avaya, SharePoint, etc.)

·       Experience working with multiple technology and data warehousing teams

·       Demonstrated success in executing business improvement (SIM) or equivalent strategies with proven benefits

·       Strong interpersonal skills required to interact with a broad range of stakeholders, partners, and personalities

·       Experience in delivering projects of various sizes using both Waterfall and Agile methodologies

·       Microsoft Office skills (Visio, Excel, and PowerPoint)

·       Advanced Technical, Analytical and Problem solving skills

Desired Skills:

·       Financial services business acumen

·       Experience with Contact Center technologies and data teams: CCAT, MCCA, CCVT

·       Data visualization experience

·       Data analytics modeling background

·       Demonstrated analytical experience in utilizing SAS

·       Process improvement expertise; Six Sigma certification

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22014372

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Amy Lorenz

Referral Bonus:

0