Business Analyst - CP2870 - Abacus Service Corporation

Description:

The Analytics Specialist serves as the touchpoint for all customer questions or concerns regarding their ownership experience. The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. This role is responsible for advanced analytics, predictive modeling, Telephony analytics and development of queries and reporting in DB2 SQL (and other analytic tools). The Customer Care Reporting and Analytics Specialist will identify trends in data and communicate findings with operations/cross functional teams. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The position will connect disparate data sources to correlate and normalize customer care data with other relevant data sources. The Customer Care Reporting and Analytics Specialist will focus on the following functions:
Development of ad hoc DB2 SQL queries
Genesys PureCloud (MicroStrategy) telephony Analysis and Reporting (Real time, Historical, IVR)
Generate executive level PowerPoint presentations
Lead predictive modeling (linear regression, logistic regression, etc.)
QlikSense \ Tableau \ PowerBI development
Reporting Automation
Identify trends in data and develop solutions to ad hoc issues
Participate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position


Requirements:

***HYBRID ROLE. 90% remote.***
1-2 years of analytics experience.
Basic Qualifications:
Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics
Advanced knowledge of DB2 SQL
Goal-oriented and self-directed
Demonstrated enthusiasm and ability to drive change
Strong verbal and written communication skills
Intermediate experience using statistical software (SPSS, SAS, R, etc.)
Expert level in Microsoft Business Suite (Excel, PowerPoint, VBA)
Able to prioritize and manage time to deliver business requests in a timely manner
Detail-oriented to ensure high quality data is rendered
Preferred Qualifications:
Knowledge of Genesys platform and reporting tools (PureCloud)
Knowledge of Salesforce and Salesforce reporting tools
Demonstrated ability to learn and be proficient with new software applications.


Work Schedule

• Hours Per Day:8.00
• Hours Per Week:40.00
• Start Time:08:00 AM
• End Time:05:00 PM

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• Overtime Required:No

Work Location

• Address:800 Chrysler Drive
• City:Auburn Hills
• State:Michigan
• Country:United States
• Postal Code:48326