Job Number: 12000005BD
Description
The position is responsible for delivering Enterprise Customer Care (ECC) reporting and analysis in support of the daily contact center operations while executing the change management requirements driven by ongoing business development opportunities. The role includes the expectation to balance responsibilities as a key contributor in the support and maintenance of ECC's data systems and infrastructure while demonstrating the ability to translate operational elements into business intelligence. The primary focus will be to effectively execute on the operational reporting requirements of the business and actively partner across a complex network of key stakeholders in support of the growth in the multichannel customer experience. The individual should be highly motivated, self-starter with a passion for delivering quality outcomes and driving improvements in the end-to-end customer experience. Additional responsibilities include:
- Support data universe design and report development needs for existing SAP Business Objects platform
- Develop innovative reporting dashboard solutions that drive increased effectiveness in communication
- Creation and optimization of SQL queries to enable report delivery against business requirements
- Data migration, transformation, and integration using various ETL tools such as Informatica
- Manage relational data models across a vast array of contact center applications and systems
- Perform quality assurance testing to ensure data integrity requirements are being met
- Offer performance management support to existing business rhythms with additional Bus Dev support
- Ad-hoc deep dive into massive data sets to answer key business questions using a variety of data manipulation languages/applications
- End-to-End completion of project management involving data gathering and manipulation, synthesis and modeling, problem solving, and communication of findings
- Collaborate with IT Business Partners and Architects to ensure that solutions meet business process requirements and designs are consistent with IT strategies
- Drive awareness of emerging BI trends and opportunities to continuously improve existing infrastructure, data flows, and business processes
Basic Qualifications:
- High School Diploma or Equivalent
- 4 or more years experience in customer service, operations, analytics, business, retail, or IT related area
- 3 or more years of SQL experience in platforms such as Teradata, Oracle or Microsoft SQL
- Experience with ETL tools such as Informatica or SSIS
- Experience in using BI Tools such as Universe Designer, Web Intelligence, and/or Crystal Report
- Experience in Microsoft Office products such as Excel, Access, and PowerPoint
Preferred Qualifications:
- Bachelor's degree or Advanced degree
- Strong knowledge of contact center systems, technology, and business process
- Experience in training end-users on self-serve BI reporting tools
- Strong problem solving skills with excellent communication skills and data presentation skills
- Basic/Working knowledge of Six Sigma tools and Lean techniques
Job: Enterprise Customer Care
Primary Location: United States-MN-Richfield
Organization: Best Buy US Corporate
Job Posting: Jan 4, 2013
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