Business Intelligence Analyst

• Lead the team in completing project-based assignments to deliver automated processes.
• Guide the team in designing, developing, and implementing custom solutions for the automation of existing or new processes.
• Guide the team in implementing the full life cycle of an automation solution, identify automation opportunities, gather requirements, and develop, test, and deploy automation solutions using Intelligent Automation tools.
• Ensure the service level agreements are on target.
• Plan, assign, and direct work for the employees in cooperation with the manager to manage workloads and projects.
• Train new hires and ensure that they have sufficient knowledge and skills before performing their work alone/independently.
• Perform regular coaching to enhance the performance of staff and encourage participation in decision-making.
• Analyze risk and mitigate project circumstances based on impact assessment.

Senior Supervisor – Business Intelligence, Intelligent Automation

• Think of yourself as a storyteller who can leverage data and use it to create solutions that will help the business grow!
• Imagine yourself going to work with one thing on your mind: to explain and expose tasks based on actual data.
• Your task center is to support stakeholders with key insights to make data driven decisions.
• Analyze complex data sets to develop actionable insights that can drive impactful business decisions.
• Leverage story-telling skills to deliver insights that are clear, concise and actionable.
• Work with business partners to interpret analysis results with a focus on actionable next steps.
• Develop ad hoc reports that will lead to insights and analysis needed for the business.
• Work with the data visualization team in developing informative repeatable reporting, data monitoring, hygiene (e.g. validation) and other strategies that help uncover gaps, highlight relevant business trends and opportunities for improvement.
• Translate requirements into technical specifications for data and reporting teams and, conversely, technical approaches into easily digestible insights.
• Summarize data from multiple sources, developing assumptions where needed, to communicate insights and opportunities.

Business Insights Analyst

• Help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics
• Maintain performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting
• Track, monitor, and analyze individual and team performance across key operational KPIs
• Maintain performance scorecards, leaderboards, and productivity tracking systems
• Identify trends, risks, and opportunities for performance improvement
• Provide actionable insights and recommendations to Operations and Leadership teams
• Develop, maintain, and improve operational reports and dashboards
• Generate daily, weekly, monthly, and ad hoc reports
• Ensure accuracy, consistency, and integrity of performance data
• Support automation and streamlining of reporting processes
• Maintain and validate incentive calculations based on predefined business rules
• Ensure performance data accurately supports incentive payouts and recognition programs
• Investigate and resolve discrepancies related to performance reporting and incentive calculations
• Analyze operational data from contact center platforms and workforce management systems
• Monitor KPI performance and provide visibility into operational results
• Collaborate with Workforce Management and Operations teams on performance-related initiatives
• Identify opportunities to improve reporting efficiency and performance tracking
• Recommend enhancements to dashboards, scorecards, and reporting methodologies
• Support continuous improvement initiatives through data analysis and operational insights

Performance & Reporting Analyst

• Provide world-class support for the GM Sales Reporting function, including hyper-care activities and user access management for multiple systems, business partner support, daily monitoring, issue management support, and on-going reporting requirements sustaining multiple regions and functions.
• Support communication to our business users
• Develop standardized reporting tools and dashboards to enhance the customer and field initiatives
• Update and maintain operations process, desk procedures and other documentation.
• Collaborate cross-functionally with various partners across different business functions to understand business processes.
• Combine all data streams into a central Power BI environment (e.g.RPO/Subscription/Warranty/Financial/Enrollment/Retention)
• Create consistent, validated data models for tracking operational KPIs, and customer metrics and program forecasting.
• Design interactive Power BI dashboards for operational tracking/metrics, and leadership executive summary

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