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Data Analyst

2 months ago

Jonesboro, United States Genesis10 Full time

Genesis10 is seeking a Data Analyst for a leading company in Jonesboro, AR. This is a direct hire, W2 position.

Job Description:

With minimal guidance and direction, the Business Analyst is responsible for support, analysis and reporting of Customer Experience projects, goals, metrics and ad hoc requests. This includes supporting a variety of functional groups by auditing customer impacting processes based on customer feedback, working to maintain and create initiatives to increase the productivity and efficiency of customer experience functions. This role partners with leadership to review and create KPI reporting and internal programs, while owning program improvement, maintenance, and documentation. The Business Analyst is responsible for monthly Customer Experience performance reporting to ensure goals and objectives for the Customer Experience department are kept on track. This role works with sensitive information and must ensure the confidentiality of records and information. The position requires a balance of data/technical expertise and project related skills. This individual must be organized, efficient, able to prioritize, maintain confidentiality, exercise good judgment, and make decisions consistent with the job responsibilities.

Job Duties:

Monitors and tracks project milestones and deliverables; Monitors eLation (billing system) by ensuring data integrity, creating and maintaining a wide variety of reports used by customer care, technical support, field operations and various department managers, directors and executive team members; Writes clear and concise processes and procedures while maintaining process, user documentation and history; Leads and facilitates program related meetings and document status utilizing meeting notes and the project schedule; Creates reports and tools used by Customer Experience and other departments to track quality of work and compliance to processes that impact customer satisfaction and NPS (Net Promoter Score); Liaison between functional areas and QAC stakeholders; Assists in launching Customer Experience related programs and initiatives; Maintains Customer Experience Vehicles; Develops and maintains Advanced PowerBI dashboards Creates and maintains imports into Nice Satmetrix for surveys; Performs all other related duties as assigned by the Director, Quality & Compliance; Strategic Planning - develops strategies, set goals, and build roadmaps to improve service; Leadership - guides our thinking on key components of our overall service strategy and lead cross-functional stakeholder groups to deliver on that strategy; Designs creative approaches to uncover the biggest opportunities for cost and time savings; Drives the adoption of analytics in decision making; Investigates platform data sources to identify new insights. Requirements:

Bachelor's degree in Business Analytics, Business Administration, Data Science or equivalent and three years of experience in telecommunications, IT services, or other technology industry preferred. Advanced proficiency with Excel is required. Experience with Innovative Systems eLation and Nice Satmetrix software preferred but not required. Knowledge of telecommunications industry, operations, technology, and equipment; Knowledge in operating various software programs including advanced proficiency with Microsoft Excel, PowerPoint and Outlook; Knowledge of PowerBI, eLation, Salesforce and Satmetrix; Knowledge of executive level presentation creation; Ability to gather information from various data sources, combine and consolidate information in order to create advanced reporting for use in tracking quality and compliance; Ability to review, test or create reports, tools and processes for maximum efficiency; Ability to communicate clearly and professional, both verbally and written to all levels of Customer Experience personnel, various departments and senior level management; Ability to work under pressure and meet critical deadlines; Ability to work independently and pay close attention to detail; Ability to maintain high levels of accuracy; Ability to exercise sound judgement and make decisions consistent with the job responsibilities; Ability to solve problems with decorum and make sound decisions using information at hand. If you have the described qualifications and are interested in this exciting opportunity, apply today

About Genesis10: Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years. The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years. Access to an experienced, caring recruiting team (more than 7 years of experience, on average.) Behavioral Health Platform Medical, Dental, Vision Health Savings Account Voluntary Hospital Indemnity (Critical Illness & Accident) Voluntary Term Life Insurance 401K Sick Pay (for applicable states/municipalities) Commuter Benefits (Dallas, NYC, SF) Remote opportunities available

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr