Analytic Specialist

Job Summary

The Global Business Service (GBS) Analytics Specialist assists in data mining and analytical work. He/She works on understanding user requirements for analytical requests and develops reports and dashboards for users to understand the data to make sound business decisions. This position gathers data from multiple sources and presents the information in a meaningful way. The GBS Analytics Specialist reports to the Data Analytics manager.

The GBS Analytics Specialist coordinates call center staffing by utilizing tracking systems to track individual GBS site activity.  He/She develops service level reports by analyzing service level data (e.g., number of calls, average call handle time, etc.) to compile network information for GBS management.  This position manages GBS network customer service levels by reviewing GBS agent skill levels to identify staffing adjustments needed for maintaining network customer service levels.  The GBS Analytics Specialist uses speech analytics tools, chat transcripts, call monitoring, email reports and package operations service reports as information sources to create business cases that support GBS process improvements and cost reduction initiatives.  He/She develops call volume forecasts by utilizing workforce management software and Microsoft Access databases to generate historical call volume, package volume and delivery service queries.

 Other Duties 

• Gathers individual site activity information (e.g., call volume, staffing, etc.) to provide the status report for weekly GBS conference calls.
• Reviews staffing adherence and compliance data to identify and document outliers in a spreadsheet report.
• Performs data mining and manipulation to assist GBS management with compiling historical service information for ad hoc projects and presentations.
• Identifies emerging trends to analyze the impact on information retrieval and reporting and to determine standards for report generation, maintenance, and distribution.
• Identifies root causes of recurrent work failure to estimate time and cost to implement new work methods, processes, and flows.
• Recommends design changes to enhance basic work methods.
• Conducts statistical analysis on recent and historical call volume data (e.g., number of calls, etc.) to identify and compare trends.
• Reviews projected package volume and actual delivery service data to identify service correlations.
• Analyzes specific forecasted call center skill data to generate call volume forecast information.

Preferred Competencies 

• Applies Database Knowledge:  Demonstrates some advanced knowledge of database design principles; works with users to define requirements with minimal oversight from others; defines user rights; describes security measures, such as passwords, firewalls, and access rights based on user requirements; describes information organization, such as classes, links, records, and fields.
• Detail Orientation: Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Estimation and Forecasting Knowledge:  Demonstrates a general understanding of common estimation and forecasting techniques; identifies items that require estimation; identifies relevant data sources; identifies general trends in relevant data.
• Project Management:  Demonstrates understanding of implementation objectives, project plan, and one's role within a project; participates in the implementation of a project; provides timely, thorough and concise updates for area of responsibility; identifies areas of risk and properly communicates them to the project manager.
• Report Generation:  Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies some problems with report generation (e.g., missing variables, incorrect data, etc.)
• Solicits and Gathers Information: Demonstrates a working knowledge of techniques for soliciting and gathering information; identifies appropriate sources of information.
• Statistical Analysis: Demonstrates a basic knowledge of statistical terminology and understanding of analyses and/or tests (e.g. measures of central tendency, standard deviation, correlation, analysis of variance (ANOVA), simple linear regression, significance testing, etc.); displays the ability to calculate basic statistics.

 MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Math, Statistics, or Business Analytics - Preferred