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Customer Care Reporting Analytics Specialist
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Stellantis
Lake Angelus, MI (In Person)
Full-Time
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Job Description
Within the Mopar Customer Care team, the Reporting and Analytics Specialist is responsible for data analysis, report generation and consumer intelligence insights on the data collected by the Customer Care team. 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 operating in Snowflake and Power BI. 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:
Genesys telephony analysis and reporting (Real time, Historical, IVR)Generate executive level PowerPoint presentationsPresent the Customer Intelligence Voice of Customer data at monthly Brand Leadership meetingsPower BI development, maintain dashboards and reportsReporting Automation and AI adaptationIdentify trends in data and develop solutions to ad hoc issuesParticipate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position
Genesys telephony analysis and reporting (Real time, Historical, IVR)Generate executive level PowerPoint presentationsPresent the Customer Intelligence Voice of Customer data at monthly Brand Leadership meetingsPower BI development, maintain dashboards and reportsReporting Automation and AI adaptationIdentify trends in data and develop solutions to ad hoc issuesParticipate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this positionAt Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
Genesys telephony analysis and reporting (Real time, Historical, IVR)Generate executive level PowerPoint presentationsPresent the Customer Intelligence Voice of Customer data at monthly Brand Leadership meetingsPower BI development, maintain dashboards and reportsReporting Automation and AI adaptationIdentify trends in data and develop solutions to ad hoc issuesParticipate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position
Basic Qualifications:
Bachelor Degree in Project Management, Business Administration, or Decision Science/Statistics, Data ScientistMinimum 5 years of experienceStrong Analytical SkillsAbility to present Voice of Customer data at executive meetingsAdvanced knowledge of Snowflake platformPower BI developer to connect multiple data points to present actionable dashboards for end users within Mopar, Customer Care & StakeholdersGoal-oriented and self-directedDemonstrated enthusiasm and ability to drive changeStrong verbal and written communication skillsExperience using Salesforce database creation, modification & report build outsExpert level in Microsoft Business Suite (Excel, PowerPoint)Able to prioritize and manage time to deliver business requests in a timely mannerDetail-oriented to ensure high quality data is renderedExperience using speech to text analytics toolsPreferred Qualifications:
Master Degree in above related area of studyKnowledge of Genesys platform and reporting tools (Pure Insights)Knowledge of Salesforce and Salesforce reporting toolsDemonstrated ability to learn and be proficient with new software applicationsAutomotive, call center KPIs knowledge Within the Mopar Customer Care team, the Reporting and Analytics Specialist is responsible for data analysis, report generation and consumer intelligence insights on the data collected by the Customer Care team. 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 operating in Snowflake and Power BI. 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:Genesys telephony analysis and reporting (Real time, Historical, IVR)Generate executive level PowerPoint presentationsPresent the Customer Intelligence Voice of Customer data at monthly Brand Leadership meetingsPower BI development, maintain dashboards and reportsReporting Automation and AI adaptationIdentify trends in data and develop solutions to ad hoc issuesParticipate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this positionAt Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.