Mon - Fri Flex

Overview

POSITION PURPOSE:

Works in collaboration with Support Manager to aggregate large quantities of performance and phone data into comprehensive reports and dashboards. Analyze data from key reports and provide strategic recommendations to leadership and senior management. Design new data tracking tools and methodologies to meet the specifications requested by senior management and division leadership. Manage and administer all performance and phone data collected from the departments within the Contact Center Division. This includes: InfoMart, Tableau, DataMart and Excel. Must analyze, document, communicate and validate requirements for changes to various data points, engineer the compilation and distribution of reports, and analyze performance trends to drive greater efficiency and improved member experience. Partner with leadership to ensure that stats and data reported perform to expectations of the end user requirements. Offers a collaborative work style with a strong ability to build relationships, gain credibility and partner with team members, division leadership and end users.

Nature And Scope

This position requires excellent project management, technical skills, reasoning and dexterity. This position requires good organizational skills, professionalism, ability and willingness to assist others. Oral and written communication skills are critical. This position requires self-motivation, a strong work ethic, speed, efficiency and accuracy. Has a collaborative work style with a strong ability to build relationships, gain credibility and partner with team members, division leadership and senior management.

The individual must be able to analyze and interpret data contained in reports and dashboards, with the ability to concisely communicate the information to the Statistical Data Project Developer. The individual must also have the ability to develop and deploy projects using techniques that uncover patterns and trends as well as deviations and inconsistencies in large scale data using regression analysis and queue modeling.

Applicants should be highly proficient in the use of all Microsoft Suite products including: Word, Excel, Power Point Visio, Access, OneNote, Outlook and SharePoint. Must have experience with the use of business intelligence tools for report development including Tableau, DataMart and InfoMart.

This position requires a strong knowledge of the Contact Center Division and IT concepts, roles, practices and procedures. It also requires an understanding of workflows for all Contact Center Division departments. This position requires the ability to organize and complete multiple high-priority projects under tight deadlines. This individual must have the desire to learn new skills and systems with a strong ability to do so quickly. Individual must complete trainings and present to corresponding personnel on data finding and the impact of necessary changes.

Responsibilities

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

Data Reports and Dashboards

Develops and maintains the statistical data and data sources; works directly with leadership and business analytics information to create and manage the projects.

Works in collaboration with leadership to assess organizational needs and configures applications accordingly by collecting various software applications such as spreadsheets, report writing software, statistical software, and Business Intelligence applications to assemble, manipulate and/or format data and reports.

Performs statistical and financial analysis of data and prepares reports for leadership and senior management on key observations and findings.

Creates custom reports on loan systems to find statistical data not currently being recorded. Recommends newer procedures to ensure greater efficiencies.

Tableau and DataMart

Utilizes both technical and business aspects of business intelligence to identify points of congestion, root causes of call drivers, opportunities for increased efficiency, and call trends to assess their financial impact.

Analyzes, interprets and summarizes outputs to identify potential concerns based on projections of current trends. Submits and presents department goals based on analysis. Helps establish baseline for career paths, trainings and stats.

Validates the accuracy and efficiency of custom reports in Tableau before publishing for senior management, leadership and end users.

Auditing and Process Enhancement Responsible for auditing statistical data and reports while looking for ways to improve the current process.

W orks directly with Contact Center Vice President, Contact Center Support Manager and vendors to identify, create and manage projects related to stats.

Works as a liaison between Analytics Information Management and Contact Center Support to resolve issues related to Tableau and data reports.

Project Management

Works in collaboration with the Contact Center Vice President and Contact Center Support Manager to create a list of projects and enhancements that need to be worked on.

Monitors project lists to ensure teams are hitting deadlines and meeting budgets.

Other Duties as Assigned Supports senior management and leadership as needed.

Continually seeks methods of improving Contact Center Division effectiveness.

Hosts, attends and participates in meetings as required.

Random testing of new projects and enhancements as needed.

Qualifications

QUALIFICATIONS:

Training/Education/Certification

Minimum associate degree in related field of study (Information Technology or Computer Science) or combination of equivalent level of education, training, and work experience
Extensive computer skills including: Microsoft Excel, Word, PowerPoint, Outlook, and Visio.
Tableau certified or equivalent work experience.

Required Knowledge

Extensive knowledge of credit union products, services, promotions, policies, and procedures.
Knowledge of credit union software.
Exceptional knowledge of Tableau Enterprise Reporting to analyze data and report conclusions.
Exceptional knowledge of the Contact Center Division’s routing strategies and systems.
Knowledge of InfoPath and Nintex.

Experience Required

Minimum of 1 to 2 years related experience in data and reporting.
Minimum 1 to 2 years of experience in Tableau and InfoMart.
Minimum 1 to 2 years of experience with SQL Server and Oracle.
Prefer 1 year of leadership/supervisory experience.
Microsoft applications, including PowerPoint, Excel, Access, SharePoint, OneNote, Word and Office 365.

Skills/Abilities

Good organization, analytical and problem-solving skills.
Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced environment.
Ability to cooperate with and communicate to assist others.
Well organized and attentive to details.
Ability to perform in a high-intensity, high-pressure environment.
Professional appearance, dress, and attitude.
Highly motivated.
Goal oriented.
Speed, efficiency and accuracy.
Able to work with users from all levels of management to develop and implement useful and operational reports.

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