Call Center Business Intelligence & Reporting

Mercedes-Benz USA - Atlanta, GA (30+ days ago)


Primary Purpose of Job

This position is based at the Mercedes-Benz USA in-house Customer Assistance Center (CAC), and will be responsible for the overall reporting creation and maintenance for the CAC.Must have Call Center Experience.

The Business Intelligence Specialist plays a key role in converting the business needs of the Call Center into technical (concrete) specifications that can be used by him/herself or the BI team in Europe to build comprehensive reporting solutions.

Additionally, this is the employee who will critically look at CAC systems and processes involved and try to bring them together in a meaningful way to design reporting and controlling solutions for the business. This person should have a clear understanding of BI architecture (in order to assess possibilities) as well as be a proactive thinker. The BI specialist is not an IT position, but should be able to build strategic relations between the Operations and IT and BI technical functions.

The BI Specialist will also be the “Superuser” of the reporting environment at the CAC, providing support to the rest of the team, whether it is in building, requesting, or interpreting reporting solutions.This person will work in close cooperation with Mercedes-Benz’s Customer Contact Center Business Intelligence team in Europe.

Responsibilities

Design new reporting solution by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications

Improve systems by studying current practices; designing modifications

Defines project requirements by identifying project milestones, phases, and elements

Prepare technical reports by collecting, analyzing, and summarizing information and trends

Use data modeling practices to analyze findings and create suggestions for strategic and operational improvements and changes

Create new reporting solutions based on own findings or requests form the Business analyst or other members of CAC back office and leadership

Create ad-hoc reports based on management requests or to support the improvement of processes, process adherence, systems, customer experience, or efficiencies

Use technical knowledge to design relational modeling while streamlining the design to optimize performances.

Requirements and Conditions

Must be able to work flexible hours/work schedule Availability to work from home one or more days per week

Availability and willingness to travel nationally and internationally

Self-starter

Ability to act as a bridge between the BI/IT community and the business functions

Extensive knowledge of BI architecture and Call Center environments

Ability to identify the processes and information technology required to introduce your recommendations

Education

Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in:

Business Administration Business Management Statistics Management Information System (MIS)

Business Intelligence

Project Management

Computer/Information Science Economics Information Technology Technical Management-Logistics

Knowledge (necessary to perform proficiently in this job)

Call Center / Contact Center experience Min 5 years of experience in a

similarrole, or back office position, in a call center

Must have 4-6 years (total) of experience in the following:

Administration

Comprehensive Knowledge of administrative procedures, process/project development, and system procedures.

BI

Business Intelligence, Dimensional modeling, DWH procedures, Requirements engineering, Analyzing Information, Teamwork, Excellent Communication skills, Promoting Process Improvement

Understand the reporting architecture and explore possibilities for improvement; understand programming language and ETL procedures

Analytics

Business analytics methods/models, Dimensional modeling, Requirements engineering, Analyzing Information, Teamwork, Excellent Communication skills, Promoting Process Improvement

Statistics

Statistics, mathematics, engineering degree or relevant experiences

Business - General

Proficient Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

Business Management

General Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.

Processing

Proficient Knowledge of processes, quality control, costs, and other techniques in order to achieve maximum efficiency.

Quality Assurance

General Knowledge of accounting standards, statistical analysis, precision measurement, and process capability.

Job Type: Full-time

Experience:

  • Call Center: 3 years
  • BI Cognos: 1 year
  • Business Intelligence: 2 years

Education:

  • Bachelor's