As a Business Reporting Associate within Performance, Reporting, & Insights (PRI) Team, you will work closely with the Reporting Delivery Leads and the business (Operations) to support the delivery of business requirements on reporting and data analysis.
Your responsibilities will include gathering and documentation of business and technical requirements, prototyping, working with dependency teams on building and developing dashboards/reports, QA/testing, and demo of the reporting solutions. The role will also include the use of developed solutions, the use of data, and most especially the use of various AI tools in doing analysis of business problems to provide descriptive, diagnostic, predictive, and prescriptive analysis/insights. The person in this role will be using/applying relevant skills around AI tool usage, handling big data (querying, modelling, etc), and putting a great story together around the problems and recommended solutions. The Business Reporting Associate will also be responsible for executing control-related activities to ensure reporting inventory is accurate and continuously meets the business needs. Finally, the candidate in this role will also be leading or supporting key initiatives and projects within the team or wider business we support.
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Job Responsibilities:
Reporting Solution Development
- Gather and document business and technical requirements.
- Support developers on dashboard build or enhancements.
- Test and QA of new reporting solutions or enhancements.
- Troubleshoot solution issues and support on break-fix.
- Re-certify existing reporting solutions.
- Adhere to Reporting Governance.
Data Analysis and Insights
- Provide descriptive, diagnostic, predictive, and prescriptive analysis to support business problems and decision-making
- Put together data analysis in a compelling story
Lead or support key team initiatives or projects to support the business priorities
Required qualifications, capabilities, and skills:
- Minimum 4 years in a business analytics or data analytics-related role supporting Contact Centre Operations.
- Demonstrated ability to perform descriptive, diagnostic, predictive and prescriptive data analysis
- Hands on experience in big data wrangling and automation tools (ie SQL, Alteryx)
- Advanced excel skills (ie. Index Match, xlookup, Analysis Toolpak, VBA, etc)
- Working knowledge of various data modeling and statistical tools (ie. Python)
- Strong data visualization skills and ability to tell a compelling data story.
- Strong analytical and problem-solving skills, communication skills (verbal and written), and presentation skills.
- Ability to articulate complex data to non-data users in a way that would be easily understood
- Excellent user of MS Office products (PowerPoint, Excel, etc)
- Ability to manage own workload and deliverables.
Preferred qualifications, capabilities, and skills:
- Experience working Scrum and using JIRA/Confluence is a huge plus.