• Analyst, CARE Business Analytics

    Job ID
    24247
    Category
    Default
  • Job Description

    The Business Analyst is responsible for supporting the Contact Centers through the delivery of insightful analytics and actionable reporting that facilitates improved KPI performance and more effective decision making.
     
     
    Key Responsibilities
     
    - Identifying trends and drivers of KPI performance and providing reasons for significant target variances
    - Performing exploratory data analysis that provide data-driven insights to support the CARE Contact Center strategy
    - Preparing weekly, monthly and quarterly KPI performance reports for the CARE Contact Centers
    - Developing and maintaining web-based performance dashboards for the various functions within the CARE Contact Centers
    - Processing ad-hoc requests for data that is not readily available in existing reports
    - Performing preliminary troubleshooting on CARE data and reporting issues and escalate as necessary by filing appropriate tickets
    - Providing consultative support to CARE Contact Centers as needed on projects or tasks
     
     
    Qualification & Experience
     
    - Bachelor's degree in a Computer Science or Business-related field with a concentration in statistics
    - 3+ years of professional business experience required preferably in a multi-channel contact center environment, with at least 1 years’ experience in a data analyst role
    - Skills in analyzing and interpreting numerical data, and in reasoning and problem solving through mathematical processes
    - Ability to manipulate large volumes of data preferably using MS Excel and SQL
    - Knowledge of various reporting tools, some experience using Tableau or CUIC is desired
    - Good data presentation skills, with ability to convert complex data into simple logical stories
    - Strong attention to detail and ability to problem solve independently
    - Adept communicator with strong service orientation skills and a genuine commitment to excellence
    - Business and tech savvy with the ability to see both the “the big picture” and the minute details

    English External Posting

    The Business Analyst is responsible for supporting the Contact Centers through the delivery of insightful analytics and actionable reporting that facilitates improved KPI performance and more effective decision making.

     

     

    Key Responsibilities

     

    • Identifying trends and drivers of KPI performance and providing reasons for significant target variances
    • Performing exploratory data analysis that provide data-driven insights to support the CARE Contact Center strategy
    • Preparing weekly, monthly and quarterly KPI performance reports for the CARE Contact Centers
    • Developing and maintaining web-based performance dashboards for the various functions within the CARE Contact Centers
    • Processing ad-hoc requests for data that is not readily available in existing reports
    • Performing preliminary troubleshooting on CARE data and reporting issues and escalate as necessary by filing appropriate tickets
    • Providing consultative support to CARE Contact Centers as needed on projects or tasks

     

     

    Qualification & Experience

     

    • Bachelor's degree in a Computer Science or Business-related field with a concentration in statistics
    • 3+ years of professional business experience required preferably in a multi-channel contact center environment, with at least 1 years’ experience in a data analyst role
    • Skills in analyzing and interpreting numerical data, and in reasoning and problem solving through mathematical processes
    • Ability to manipulate large volumes of data preferably using MS Excel and SQL
    • Knowledge of various reporting tools, some experience using Tableau or CUIC is desired
    • Good data presentation skills, with ability to convert complex data into simple logical stories
    • Strong attention to detail and ability to problem solve independently
    • Adept communicator with strong service orientation skills and a genuine commitment to excellence
    • Business and tech savvy with the ability to see both the “the big picture” and the minute details

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