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
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
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
