Business Analyst

Job Description

Our client is looking for a Business Analyst in Auburn Hills, MI!

This contract opportunity (possible extension or direct hire for the right candidate) offers a starting pay rate of $34.48/hour (benefits are available).

Must have experience with Salesforce, Snowflake and Genesys Cloud experience.

Description:

Within the Customer Care team, the Reporting Business Analyst is responsible for data analysis and report generation on 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. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency.

This role will be responsible for communicating with various stakeholders, including Vehicle Brands, Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects.

Responsibilities:

Genesys Cloud telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.)

Salesforce report development/maintenance of out of the box reports and dashboards

Develop reporting automation to improve reporting efficiencies

Create and maintain weekly and monthly Operational Performance reports to be shared with Global and Regional teams in a timely manner

Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics

Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management

Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide the Voice of the Customer to the Brands for future development of features and services

Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies

Conduct data mining, build predictive models, and make recommendations to anticipate future customer demands and increase call center efficiencies and effectiveness

Incorporate accurate integration of artificial intelligence/machine learning models into future enterprise strategies

Requirements:

80% ONSITE - with potential to move to 100% ONSITE

Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics

1-2 years of analytics experience

Goal-oriented and self-directed

Time Management

High attention to detail for data auding purposes

Strong verbal and written communication skills

Knowledge of Genesys platform and reporting tools (PureEngage Cloud, Cloud CX)

Knowledge of Salesforce and Salesforce reporting tools

Demonstrated enthusiasm and ability to drive change

Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, PowerBi)

Able to prioritize and manage time to deliver business requests in a timely manner

Detail-oriented to ensure high quality data is rendered

Preferred Qualifications:

Master’s degree in above related area of study

Demonstrated ability to learn and be proficient with new software applications

Intermediate knowledge of DB2 SQL

Intermediate experience using statistical/data software (QlikSense, SPSS, SAS, R, Python, etc.)

Using the best business practices obtained from many years of experience in Business, Law, and Recruiting and Staffing, the Founders at CrossFire Group (“CrossFire”) started in downtown Royal Oak, MI more than a decade ago. With backgrounds in Information Technology (IT) and the Legal Industry, CrossFire began placing by IT and Legal Professionals in contract and direct-hire positions throughout the Midwest.

Since our founding, CrossFire has grown into a full-service Human Capital Solutions Organization. We are proud of now providing full services beyond recruiting and staffing. Our portfolio of services includes HR supply chain management, human resources consulting, and many customized Human Resource related services.