Service Operations Data AnalystRequisition #: DSDG38680
Job Title: Service Operations Data Analyst
Country: United States
State: Washington
City: Seattle
Employment Status: Full Time
Division: DS - Digital Marketing
Job Responsibilities:
(Description) Cobalt, a division of ADP Dealer Services is seeking a Service Operations Data Analyst.
The Service Operations Data Analyst is responsible for the development, management, quality assurance, and analysis associated with key Service metrics, data collection, and analysis projects. This position will work with key Services Operations personnel to manage ongoing reporting and data analysis on operational KPIs (key performance indicators), customer satisfaction, and other key department and business unit metrics. This includes management of reporting databases, development of ad-hoc and recurring reports from a variety of business systems, and development of internal and external customer facing reports and metric presentations. This position will also be responsible for performing key tasks specific to assigned Cobalt Services operations projects. These projects include identification and normalization of reporting metrics from key Services systems such as Oracle CRM, Cisco Call Center Express, and Calabrio solutions, ad-hoc data analysis of key data sets critical to the operation of the Customer Services group, and other operational tasks as assigned.
PRINCIPAL DUTIES & RESPONSIBILITIES
* Reporting. The Data Analyst develops, executes, and maintains key datasets, reports and data mining efforts specific to Customer Services and its business units.
* Manages report generation from internal CRM, ACD, Call monitoring systems including third party solutions relating to customer satisfaction and phone systems.
* Develops and maintains efficient reporting mechanisms and tools using Excel, Access, SQL and/or other appropriate tools
* Develops and maintains ad hoc and recurring reports as assigned
* Documents all procedures and processing logic associated with report execution and maintenance.
* Analyzes all reporting results to ensure appropriate data elements are being polled and analyzed
* Ensures all published reports, supporting queries, scorecards, and visuals are accurate and complete
* Further develops and improves reporting functions, tools, and presentation methods on an on-going basis
* Work with internal IT and IS teams to develop and/or improve reporting capabilities of key internal systems
* Works with identified vendor resources to troubleshoot data integrity or/or reporting issues
* Provides subject matter expertise to user community on all reporting and data analysis functions within the Customer Services group
* Interacts successfully with Services teams and management staff to provide seamless data/report delivery, analysis, and problem resolution, as needed.
* Data Analysis. Performs intermediate level data analysis on key Customer Services and designated application metrics
* Provide analysis on Service KPIs that includes data from key call center systems (ACD, CSI, and CRM systems),
* Assists in the identification of data points that are above or below established thresholds.
* Performs high level data manipulation and presentation in the form of charts and/or pivot tables using Excel, PowerPoint and third party tools.
* Ability to identify process and/or data inefficiencies and make recommendations to improve on these inefficiencies
* Provides subject matter expertise on data analysis, data availability, and metric options
* Ability to identify process, system and/or data inefficiencies and make recommendations to improve on these inefficiencies
* Systems/Application Support and Administration. Performs a variety of system administration duties associated with assigned systems, applications and tools. These duties include, but not limited to, the following:
* Ensures all appropriate Services users have access to assigned reports and reporting systems
* Works with key Operations personnel to support and maintain internal reporting database(s)
* Works with identified Cobalt IT/IS resources to ensure usability and operability of assigned applications and tools. This includes possible after-hours and weekend support for planned and unplanned application outages/updates.
* Works with Services Operations Management to identify and deliver on key reporting updates and additions that support the Services business goals and identified SLAs.
* Attends departmental and team meetings.
* Performs all job functions with a positive, professional attitude.
SECONDARY FUNCTIONS:
* Assists in ancillary operations projects relating to reporting and analytics initiatives, related system/tool deployments, and key strategic projects as assigned
* Performs other duties and activities as required by supervisor.
QualificationsRequired
(Experience, Skills, Academic):
* Knowledge and general understanding of call center operations and commonly utilized systems
* Knowledge of reporting/data mining technologies
* Proven track record of researching and analyzing complex technical issues and then summarizing them via table, graphs, and written analysis
* Ability to effectively troubleshoot data inaccuracies, identify root causes, and take corrective action
* Ability to create reports and graphical representations from variety of data sources
* Ability to perform intermediate functional systems analysis
* Ability to communicate in a clear, concise manner to both technical and non-technical audiences
* Ability to create and maintain business and/or functional requirements documentation
* Intermediate to expert level experience using MS-Excel and MS-Access
* Ability to manipulate and import CSV, text, or like file formats into Excel, Access, or similar tool
* Ability to build and maintain SQL queries
* Experience using web-based applications/tools
* Ability to format and layout data and information in clean and clear, presentable manner using MS-Office tools, including Excel, Word, and PowerPoint
* Knowledge of Adobe Acrobat software desired
* Demonstrated ability to quickly learn using new internet-based software tools
* Strong analytical and documentation skills
* Self-starter, demonstrated ability to work independently in a team environment.
* Strong verbal and interpersonal skills; exceptional writing skills demonstrated by delivering clear, correct and timely communications and effectively working with others.
PREVIOUS SKILLS OR EXPERIENCE
* 4+ years experience using MS-Office suite of products, including Outlook, Excel, Word and PowerPoint
* 3-5 years experience administering and/or supporting reporting functions in a call center or similar environment required
* 3-5 years experience in developing and building reports in Crystal Reports, Oracle Discoverer, Tableau, Oracle BI or similar product preferred
* 2+ years experience manipulating data sets in Excel, Access, or similar tool required
* 2+ years experience building and using SQL-based queries preferred
* 2+ years experience providing data analysis and data mining expertise from key call center (or like) systems such as CRM, CSI, WFM, and Call Monitoring systems required
* 2+ years of business or business systems analysis experience required
* Demonstrated ability to analyze complex data issues and to provide actionable recommendations to impacted teams based on the analysis
* Demonstrated ability to effectively present analysis and data findings to wide range of technical and non-technical audiences
* Experience working in a corporate environment, preferably in high tech customer service environment
* Proven ability to work independently in a team environment
* Proven ability to manage and complete tasks according to assigned timelines
About ADP
Automatic Data Processing, Inc. (Nasdaq: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, heavy manufacturing, and agricultural vehicle dealers throughout the world.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
PPC
Education: Associate's Degree
Job Category: Technology
Area of Interest: Operations Analysis
Locations: Washington, Seattle
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