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.
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
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
Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in:
Business Administration Business Management Statistics Management Information System (MIS)
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:
Comprehensive Knowledge of administrative procedures, process/project development, and system procedures.
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
Business analytics methods/models, Dimensional modeling, Requirements engineering, Analyzing Information, Teamwork, Excellent Communication skills, Promoting Process Improvement
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.
General Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.
Proficient Knowledge of processes, quality control, costs, and other techniques in order to achieve maximum efficiency.
General Knowledge of accounting standards, statistical analysis, precision measurement, and process capability.
Job Type: Full-time