Customer Care Reporting & Analytics Specialist

Within the Mopar Customer Care team, the Reporting and Analytics Specialist is responsible for data analysis, report generation and consumer intelligence insights on the data collected by the Customer Care team. 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 operating in Snowflake and Power BI.

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:

* Genesys telephony analysis and reporting (Real time, Historical, IVR)

* Generate executive level PowerPoint presentations

* Present the Customer Intelligence Voice of Customer data at monthly Brand Leadership meetings

* Power BI development, maintain dashboards and reports

* Reporting Automation and AI adaptation

* 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

Basic Qualifications:

* Bachelor Degree in Project Management, Business Administration, or Decision Science/Statistics, Data Scientist

* Minimum 5 years of experience

* Strong Analytical Skills

* Ability to present Voice of Customer data at executive meetings

* Advanced knowledge of Snowflake platform

* Power BI developer to connect multiple data points to present actionable dashboards for end users within Mopar, Customer Care & Stakeholders

* Goal-oriented and self-directed

* Demonstrated enthusiasm and ability to drive change

* Strong verbal and written communication skills

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

* Expert level in Microsoft Business Suite (Excel, PowerPoint)

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

* Detail-oriented to ensure high quality data is rendered

* Experience using speech to text analytics tools

Preferred Qualifications:

* Master 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