Business Intelligence Analyst II

at  Alorica

Job Functions

• Main focus of the position is to analyze and assess call recordings and transcripts customer calls with the use of but not limited to Verint Speech Analytics.
• Produce projects and studies to enhance contact center performance with insights to reduce Client performance metrics such as and not limited to agent handle time and repeat calls.
• Project participation in projects related to reporting functions, including project management functions as related to reporting related tasks.
• Design, implement and maintain Salesforce reports.
• Documentation of requirements as defined by internal or external clients for projects, processes, training, etc. including functional requirements and technical solution documents
• Analysis of data sets for relational and functional purposes
• Coordinate acquisition of additional data needed from other systems and/or external applications.
• Understand and relate data from multiple systems.
• Ability to research and identify data and how it is used in disparate systems.
• Conduct data analysis and data quality assessment in multiple data sets, multiple data warehouses and sourced from multiple systems.
• Problem resolution
• Subject matter expert in data content and usage
• Manage relationship between Command Center - BI and other groups that the team interacts with.
• Conduct basic data quality audits.

Key Job Responsibilities

• Initiate and lead projects/studies related to Client’s performance metrics.
• Ability to prepare a work breakdown structure for basic projects, and manage a project according to the plan.
• Strong attention to micro-level detail in data, processes, requirements, testing, etc.
• Maintain organized documentation for assigned responsibilities.
• Conduct work according to standard processes and procedures.
• Conduct high-level impact analysis on client requests for reporting support and provide results.
• Create detailed project specification documentation on requested services to meet business needs, including solution design documentation.
• Problem resolution, including following the path of data through various systems to identify root cause and facilitate resolution. This may include incident management, and multiple-team coordination.
• Perform data analysis and audits, understanding how one metric affects another.
• Ability to come up with projects and studies in line with the Client’s KPI.
• Subject Matter Expertise regarding functional areas assigned, including understanding processes outside of this role that may impact the deliverables of the position
• Performs necessary investigation, analysis and evaluation to determine project feasibility.
• Prepares routine Business Deck Reviews in powerpoint format or other tools that may deem necessary.
• Must be able to communicate effectively with internal and external clients and/or vendors

MINIMUM EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business or equivalent.
• 2 years of experience in in reporting and analysis
• Previous experience creating Microsoft SSRS or Salesforce is preferred.
• Experience with Verint tools is preferred.
• Call Center experience is preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

• Possess strong written and oral communication skills
• Ability to present ideas and studies in PowerPoint
• Ability to meet or exceed departmental metrics as established over time
• Ability to analyze data and identify patterns and trends
• Ability to document processes and procedures utilized in automation
• Strong ability to successfully manage multiple projects
• Ability to successfully manage multiple projects that may have conflicting priorities
• Ability to take constructive feedback.
• Receptive to seniors when being mentored and in turn assist in the mentoring of other team members as needed
• Self-motivated learner - Ability to learn without formal training
• Self-starter - Ability to work on projects with little prior knowledge or formal training
• Must be driven by Client satisfaction.

• Initiate and lead projects/studies related to Client’s performance metrics.
• Ability to prepare a work breakdown structure for basic projects, and manage a project according to the plan.
• Strong attention to micro-level detail in data, processes, requirements, testing, etc.
• Maintain organized documentation for assigned responsibilities.
• Conduct work according to standard processes and procedures.
• Conduct high-level impact analysis on client requests for reporting support and provide results.
• Create detailed project specification documentation on requested services to meet business needs, including solution design documentation.
• Problem resolution, including following the path of data through various systems to identify root cause and facilitate resolution. This may include incident management, and multiple-team coordination.
• Perform data analysis and audits, understanding how one metric affects another.
• Ability to come up with projects and studies in line with the Client’s KPI.
• Subject Matter Expertise regarding functional areas assigned, including understanding processes outside of this role that may impact the deliverables of the position
• Performs necessary investigation, analysis and evaluation to determine project feasibility.
• Prepares routine Business Deck Reviews in powerpoint format or other tools that may deem necessary.
• Must be able to communicate effectively with internal and external clients and/or vendor