Customer Care Reporting & Analytics Analyst

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 efficiency

• Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics

• Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management

• Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide input for future development of features and services

• Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies

• Identify trends in data and develop solutions to ad hoc issues

• Reporting Automation and AI adaptation

• Development of KPIs (benchmarking, target setting, etc.)

Basic Qualifications:

• Bachelor’s Degree in business administration, Data Analytics or Decision Science/Statistics or related field

• Minimum 1 year experience

• Goal-oriented and self-directed

• Able to prioritize and manage time to deliver business requests in a timely manner

• Ability to create Executive level presentations representing monthly Performance and Voice of Customer

• Experience using Salesforce database creation, modification & report build outs

• Demonstrated enthusiasm and ability to drive change

• Strong verbal and written communication skills

• Proficient in Microsoft Business Suite (Excel, PowerPoint)

Preferred Qualifications:

• Master’s degree in above related area of study

• Knowledge of Genesys platform and reporting tools (Pure Insights)

• Knowledge of Salesforce and Salesforce reporting tools

• Demonstrated ability to learn and be proficient with new software applications

• Automotive, call center KPIs knowledge