The position will be responsible for translating business needs into reporting requirements, and interfacing with project staff to ensure successful delivery of operational and client reporting. The position will directly support the implementation and improvement of BPM best practices for call center and operational functions in actual projects. He/she will provide analysis and interpretation of business data, ultimately resulting in independently developed assessments and recommendations. This position will implement best practices and tools for data analysis through collaboration with the Standardized Operations and Analytics organization. The analyst will ensure a positive end-consumer experience for all delivered reports and operate in a collaborative environment interacting with process owners as well as application/BI developers and IT staff.
Job Responsibilities:
Develop expert knowledge of daily operations and collaborate with project staff to evaluate current reports and design and build new reports.
Maintain reports documentation for assigned systems and/or projects. Develop and document test plans, new procedures, training, and communications for end-users. Develop and provide training to end-users on BI applications software.
Provide guidance, background information, and assistance to management and other staff on the analysis and interpretation of process performance data represented in reports and other contact center data.
Support data analytics through the monitoring and analyses of forecasts for call center and operational functions.
Facilitate discussion among process stakeholders (both technical and non-technical) in order to elicit, analyze, communicate (both written and verbally) and validate report requirements.
Interprets requirements and translates them into data requirements. Demonstrates an understanding of data modeling (relationships, data types, tables, etc.) and analytics concepts (queries, reporting, and association of data sources).
Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the effective use of reports and operational data.
Provide assistance and information to users, IT staff, and general management on issues such as planning, scheduling, and using reporting system production capabilities.
Write summaries and presentations often requiring clear and persuasive explanation of reports and data to a non-technical audience.
Perform other duties as assigned.
Education and Experience:
Bachelor's degree in a technology related field, e.g., Mathematics, Statistics, Industrial Engineering, Management Information Sciences or Operations Research, or Finance/Economics or equivalent experience.
Proficient in Microsoft Office tools including MS Project, Word, Excel, and PowerPoint.
2+ years’ experience successful use of analytic thinking, applying methods to determine root cause/solve problems. Must have a demonstrated ability to interrogate data with the ability to communicate analysis findings to a technical and non-technical audience.
2+ year’s successful application of process driven analysis skills and requirements elicitation.
SQL (basic skills required, advanced preferred)
Excellent analytical & quantitative skills, statistical knowledge a plus
Demonstrated ability to work independently with minimal direction and also in a collaborative team setting
Strong communication skills (written & verbal) and ability to interact with all levels of the organization
Strong critical thinking skills and attention to detail.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Flexible and willing to undertake a wide variety of challenging tasks.
Numbers & Facts
Location
Folsom, CA
Skills
Analysis Skillsunmatched
Best Practicesunmatched
Business Analysisunmatched
Business Intelligenceunmatched
Business Intelligence Softwareunmatched
Business Process Managementunmatched
Calendar Managementunmatched
Call Center Evaluationunmatched
Call Center Operationsunmatched
Communication Skillsunmatched
Customer Experienceunmatched
Data Analysisunmatched
Data Modelingunmatched
Detail Orientedunmatched
Documentationunmatched
Documentation Planunmatched
Economicsunmatched
Financeunmatched
Forecastingunmatched
Industrial Engineeringunmatched
Industrial Managementunmatched
Information Scienceunmatched
Mathematicsunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft PowerPointunmatched
Microsoft Projectunmatched
Microsoft Wordunmatched
Operational Auditunmatched
Operationsunmatched
Operations Researchunmatched
People Managementunmatched
Persuasion Skillsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Analysisunmatched
Quantitative Analysisunmatched
Query Analysisunmatched
Requirements Managementunmatched
Requirements Validation/Verificationunmatched
Root Cause Analysisunmatched
Software Developmentunmatched
Statisticsunmatched
Team Playerunmatched
Test Plan/Scheduleunmatched
Testingunmatched
Time Managementunmatched
Training/Teachingunmatched
Writing Skillsunmatched
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