Data Management and Analytics Group - Business Analysis

Published date Posted on Indeed on Nov 22, 2021 (6 d ago)
Job Description

This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States.

Are you looking for your next challenge where you can really make a difference in an ever evolving industry?

As a Contact Center Analytics Leader, you will support critical business operations and decision-making through creation of high quality and automated reports, business intelligence, business process visualization, and providing insights to the business. You are passionate about problem-solving and creating solutions for ambiguous business challenges.

Lead a team of business data analysts that are key partners to the CX Contact Centers, being experts in the data driving the business and support the strategy and OKRs for the broader business unit. As a trusted advisor to the business, a consultative and advisory role is expected as well as being able to provide insights to how to drive the business forward.

Responsibilities:
  • You will collaborate with the CX Contact Centers, IT, and analytics community to capture, prioritize and document data analytic requirements and drive measurable results.
  • You'll recommend types of reporting analytics and procedures to apply to meet stated business objectives.
  • Deliver training and mentorship to business partners focused on data analysis methodology reporting and tools.
  • Prepare documentation and analytical reports that effectively summarize results, assumptions, and conclusions
  • Drive Proofs of Concept and shepherd them into Pilot projects
  • Present to and collaborate with executives

Additional Job Description

Requirements:
  • 3+ years of experience in contact center analytics
  • 5+ years of experience working in a Contact Center
  • 8+ years of experience in various BI disciplines and leadership
  • You have a deep understanding of Customer Experience, CSAT, NPS
  • You have experience working with speech/text analytics in a Contact Center environment
  • You have a deep understanding of varied data warehouse concepts/methodologies to implement business intelligence solutions.
  • At least 6 years experience writing efficient Structured Query Language (SQL) using various SQL-development software packages including Teradata and Oracle PL/SQL. Ability to use custom SQL for complex data pulls.
  • You are an authority with Microsoft PowerBI and Microsoft Excel other various BI and analytical tools such as SAP, Cognos, Tableau, etc.
  • Experience with Agile Scrum methodologies
  • Professional certifications (e.g., Microsoft Certified Business Intelligence, Data analytics tools certifications) is recommended

Compensation:

The median level of salary compensation for this role is $134,326.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits:

GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
  • Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
  • Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
  • Company and matching contributions to 401K savings plan to help you save for retirement;
  • Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
  • Tuition assistance and student loan refinancing;
  • Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us atCareers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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