Responsibilities

We are seeking a dedicated and highly motivated individual to join our Support Organization. The ideal candidate will be responsible for defining business intelligence requirements for individual Departments within the Operations Division. This individual will develop conceptual data models and design, build, and test sets of reporting and analytic business intelligence programs. They will work cross-functionally to collect data and make actionable recommendations at all levels within the Division. They will identify trends from a variety of data sources and confidently deliver their interpretation, making recommendations to executives and business leaders within Operations. The ideal candidate will have in-depth experience, knowledge and skills related to business intelligence and will require the ability to determine their own work priorities. This individual will also serve as a mentor to colleagues on the team that may have less experience.

The ideal candidate will possess excellent analytical and communication skills as well as the ability to influence change.

• Transform business requirements into a requirements document for BI solutions,
  including system architecture, data input, and delivery.
• Conduct requirement gathering sessions with stakeholders to understand business
  needs.
• Evaluate and document organizational needs around data analysis and current data
  availability.
• Create and review monthly reporting for Operations business units
• Identify new solutions for creating optimal analytical layers across all organizational data,
  working to improve quality and frequency of data.
• Act as a functional resource with the product development team, bringing Client Success
  journey context to product solutions.
• Identify process improvement opportunities, efficiently and actively participate in
  providing solutions and recommendations for process improvement.
• Lead the analysis, reconciliation of data, and reporting projects and initiatives delivery.
• Develop reporting wireframes for various use cases from Executive level reports to
  granular data reports.
• Efficiently perform all business intelligence analysis.
• Extract raw data, integrate that information with other data sources, and
  compile/disseminate formatted reports to the target audience.
• Train others throughout the organization in using key analytical tools and understanding
  KPIs.

Qualifications

• Strong attention to detail and can work independently with minimal direction
• Ability to create executive-level reporting
• Ability to understand metrics and tell a story that represents the health of a business unit
• Excellent time-management skills with the ability to handle stress, prioritize tasks and
  work under shifting deadlines
• Exceptional communication, and interpersonal skills, with the ability to inspire and
  influence stakeholders at all levels of the organization.
• Strategic thinker with a results-oriented mindset and a passion for innovation and
  continuous improvement.
• Experience working in fast-paced, dynamic environment with demanding deadlines

Requirements

• Bachelors degree in business, finance, or a related field preferred
• 3-5 years of business intelligence or related reporting experience
• Proficiency in reporting tools such as Tableau, DOMO or Foundry preferred
• Contact Center or Operations experience preferred
• Excellent analytical and communication skills
• Ability to work independently and as part of a team in a fast-paced, dynamic
  environment