Description
- Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions
- Perform quantitative analysis that translates data into actionable insights and track and analyze key performance metrics while establishing and implementing new operational frameworks.
- Drive positive engagement with functional teams and your peers to support both strategic and tactical initiatives.
- Business Reviews - Participate, initiate and facilitate business reviews as required.
- Support the development of specific performance dashboards to deliver insights the business expects
- Reduce over complication of data and assist in streamlining reporting to ensure accuracy and integrity of data
- Engage with the business to identify metrics used to measure the success of new programs/ projects.
- Proactively seek out expertise from SME’s to assist in making sound decisions.
- Identify opportunities to automate and streamline existing processes.
- Partner with BI team to automate and streamline processes related to data management
- Partner with Online Store and RCC leadership on capital projects
Key Qualification
- Ability to answer complex questions through data, analysis, and clearly communicate findings to cross-functional teams.
- Attention to detail and the ability to handle complex processes.
- Distinctive problem-solving skills and project management skills.
- An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
- Advanced Excel, SQL and Tableau knowledge required.
- Experience in performing statistical modeling and analysis, knowledge in Python, R is a plus.
- Excellent communication, presentation skills and ability to explain complex data and charts in a concise manner.
- Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic and cross functional environment.
- Experience in and knowledge of Contact Center metrics, processes and reporting tools a plus.
