The Business Analyst is responsible for supporting the Contact Centers through the delivery of insightful analytics and actionable reporting that facilitates improved KPI performance and more effective decision making.
Identifying trends and drivers of KPI performance and providing reasons for significant target variances
Performing exploratory data analysis that provide data-driven insights to support the CARE Contact Center strategy
Preparing weekly, monthly and quarterly KPI performance reports for the CARE Contact Centers
Developing and maintaining web-based performance dashboards for the various functions within the CARE Contact Centers
Processing ad-hoc requests for data that is not readily available in existing reports
Performing preliminary troubleshooting on CARE data and reporting issues and escalate as necessary by filing appropriate tickets
Providing consultative support to CARE Contact Centers as needed on projects or tasks
Qualification & Experience
Bachelor's degree in a Computer Science or Business-related field with a concentration in statistics
3+ years of professional business experience required preferably in a multi-channel contact center environment, with at least 1 years’ experience in a data analyst role
Skills in analyzing and interpreting numerical data, and in reasoning and problem solving through mathematical processes
Ability to manipulate large volumes of data preferably using MS Excel and SQL
Knowledge of various reporting tools, some experience using Tableau or CUIC is desired
Good data presentation skills, with ability to convert complex data into simple logical stories
Strong attention to detail and ability to problem solve independently
Adept communicator with strong service orientation skills and a genuine commitment to excellence
Business and tech savvy with the ability to see both the the big picture and the minute details
Equal Opportunity Employer
Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations.
This list is not exhaustive and, in fact, in many cases we strive to do more than the law requires.