Within the Mopar Customer Care team, the Reporting Analyst is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes data collected from customer touchpoints and generates insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The Reporting Analyst will focus on the following functions: Genesys telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.)Develop reporting automation to improve reporting efficiencyProvide input for CRM development to support contact reason identification, reporting capabilities and future analyticsDevelopment and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor managementResponsible for timely analysis of customer information and contact drivers to support issue resolution and provide input for future development of features and servicesProvide reporting to manage effectiveness of customer facing knowledge and self-service strategiesIdentify trends in data and develop solutions to ad hoc issuesReporting Automation and AI adaptationDevelopment of KPIs (benchmarking, target setting, etc.)

Basic Qualifications:

Bachelor's Degree in business administration, Data Analytics or Decision Science/Statistics or related fieldMinimum 1 year experienceGoal-oriented and self-directedAble to prioritize and manage time to deliver business requests in a timely mannerAbility to create Executive level presentations representing monthly Performance and Voice of CustomerExperience using Salesforce database creation, modification & report build outsDemonstrated enthusiasm and ability to drive changeStrong verbal and written communication skillsProficient in Microsoft Business Suite (Excel, PowerPoint)

Preferred Qualifications:

Master's 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 Analyst is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes data collected from customer touchpoints and generates insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The Reporting Analyst will focus on the following functions: Genesys telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.)Develop reporting automation to improve reporting efficiencyProvide input for CRM development to support contact reason identification, reporting capabilities and future analyticsDevelopment and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor managementResponsible for timely analysis of customer information and contact drivers to support issue resolution and provide input for future development of features and servicesProvide reporting to manage effectiveness of customer facing knowledge and self-service strategiesIdentify trends in data and develop solutions to ad hoc issuesReporting Automation and AI adaptationDevelopment of KPIs (benchmarking, target setting, etc.)At 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.