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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. 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.

<div><strong>Position Overview:</strong></div><div>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.</div><div> </div><div><strong>Job Responsibilities</strong>:</div><ul><li>Develop expert knowledge of daily operations and collaborate with project staff to evaluate current reports and design and build new reports.</li><li>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.</li><li>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.</li><li>Support data analytics through the monitoring and analyses of forecasts for call center and operational functions.</li><li>Facilitate discussion among process stakeholders (both technical and non-technical) in order to elicit, analyze, communicate (both written and verbally) and validate report requirements.</li><li>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).</li><li>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.</li><li>Provide assistance and information to users, IT staff, and general management on issues such as planning, scheduling, and using reporting system production capabilities.</li><li>Write summaries and presentations often requiring clear and persuasive explanation of reports and data to a non-technical audience.</li><li>Perform other duties as assigned.</li></ul><br/><br/><div><strong>Education and Experience</strong>:</div><ul><li>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.</li><li>Proficient in Microsoft Office tools including MS Project, Word, Excel, and PowerPoint.</li></ul><ul><li>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.        </li><li>2+ year’s successful application of process driven analysis skills and requirements elicitation.</li><li>SQL (basic skills required, advanced preferred)               </li><li>Excellent analytical & quantitative skills, statistical knowledge a plus        </li><li>Demonstrated ability to work independently with minimal direction and also in a collaborative team setting                       </li><li>Strong communication skills (written & verbal) and ability to interact with all levels of the organization   </li></ul><ul><li>Strong critical thinking skills and attention to detail.</li><li>Ability to perform comfortably in a fast-paced, deadline-oriented work environment.</li><li>Flexible and willing to undertake a wide variety of challenging tasks.</li></ul>

MMC Group

Reports and Data Analyst

Analysis Skills

Best Practices

Business Analysis

Business Intelligence

Business Intelligence Software

Business Process Management

Calendar Management

Call Center Evaluation

Call Center Operations

Communication Skills

Customer Experience

Data Analysis

Data Modeling

Detail Oriented

Documentation

Documentation Plan

Economics

Finance

Forecasting

Industrial Engineering

Industrial Management

Information Science

Mathematics

Microsoft Excel

Microsoft Office

Microsoft PowerPoint

Microsoft Project

Microsoft Word

Operational Audit

Operations

Operations Research

People Management

Persuasion Skills

Presentation/Verbal Skills

Problem Solving Skills

Process Analysis

Quantitative Analysis

Query Analysis

Requirements Management

Requirements Validation/Verification

Root Cause Analysis

Software Development

Statistics

Team Player

Test Plan/Schedule

Testing

Time Management

Training/Teaching

Writing Skills

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Reports and Data AnalystMMC Group

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