MI/Data Analyst at TTEC

Responsibilities

The Reporting Analyst is fully dedicated to and receives work from the Retail Contact Center Business Intelligence (RCC BI) team. The role solves complex business problems and issues using data from internal and external sources to provide insight to decision-makers. The Reporting Analyst work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Reporting Analyst acts as a liaison between RCC BI and BPO Analytics, facilitating immediate channels of information to and from partners, and work across all business partners to identify global opportunities.

• Continuously monitors key performance metrics and is aware of relevant topics and call drivers.
• Describes the tools, technologies, applications and practices used to collect, integrate, analyze, and present campaigns RCC raw data in order to create insightful and actionable business information.
• Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed.
• Follows established guidelines/procedures that are established by RCC BI.
• The Reporting Analyst will be proficient at analytics and critical thinking; leveraging numerous data types to recognize flaws in data, identify trends and patterns, engage with stakeholders across teams to relate to data, identify action items and insights.
• They will visualize findings within PowerPoint, Power BI, Excel, SharePoint or other means germane to their audience with insightful, data-driven storytelling, with a strong, efficient ability to create presentations and be comfortable presenting to stakeholders and leadership.
• The Reporting Analyst will be a self-starter with project management skills; proactively engaging across the business to garner data, insights, and more with a systematic design and execution in approach.
• The Reporting Analyst should have strong business acumen, effective written and verbal communication skills, and strong organizational skills. Ideal advocates will be experienced with SQL, PowerBI, Excel, SharePoint, and PowerPoint.
• Acts in accordance with company values and honors PHI and confidentiality requirements as required by compliance and contractual obligations.
• Attends Bravo and RCC BI cadenced calls to provide call observations, engage in process improvement models, and provide remediation recommendations to campaign leadership.

Ideal Qualifications

• Experience with project management
• Demonstrated experience building and presenting story-driven presentations based on analytics
• Strong in Microsoft Office applications including Word, Excel, Access, and PowerPoint
• In-depth experience in Microsoft Excel including formulas, pivots, charts, graphs, etc.
• Demonstrated experience utilizing Power BI
• Advanced experience working with big and complex data sets within large organizations
• Demonstrated experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
• Proficiency in understanding Healthcare related data
• Proficiency in verbal and written communication to senior and executive leadership
• Proven ability to proactively engage across teams and lead projects
• Must be passionate about contributing to an organization focused on continuously improving member experiences
• Experience with member experience and RCC data and metrics