AMR CSS Analytics Business Analyst
Austin,Texas,United States
Support and Service
Strong analytical skills
Experience with Tableau and other similar tools
Experience with Excel
Experience with SAP preferred
Multi-functional collaboration skills, strong drive, and able to influence partners (accountability without control)
Excellent written and verbal communications skills
Ability to build cross-functional and cross-channel relationships to drive success worldwide
Independent self-starter who can manage multiple priorities in a constantly evolving environment
Experience in reporting development and delivery
Ability to quantify strategic and tactical metrics to drive decisions and action based on data
Extensive experience in SQL and KPI reporting
Demonstrated experience designing and implementing reporting structure, focus, and standardization within a data focused environment, including the development of standardized methodologies across functions and regions
High comfort level with analyzing performance needs and expectations in order to anticipate upcoming analytical requirements or challenges
Great teammate with a positive demeanor, solid sense of emotional intelligence, and ability to be decisive
Willingness to work at a very detailed level while still being able to abstract ideas for communication to multi-functional teams and senior management
Committed to continuous process improvement and challenging the status quo
Description
On this team, we monitor anomaly detection data, perform deep-dive investigations, identify trends, and drive actions. The Analyst will play a key role in producing measurable improvements for CSS teams by preserving and improving the customer experience, identifying solutions, and mitigating risks. Improvements will be achieved through root cause analysis, the creation of data focused models to support the decision-making process, alongside process improvement recommendations. The ideal candidate will be adept in the use of statistical tools and techniques to identify process gaps, recommend solutions to allow for data-driven decision making, and have the ability to clearly and concisely articulate findings to senior leadership. A passion for driving excellence is a must. Responsibilities include: Analyze, validate, and curate data to drive improvements to customer support activities within CSS. Develop clear and concise data summaries for CSS Leadership, illustrating trends and opportunities for improvement. Keep a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals.
Education & Experience
AA/AS degree or BA/BS or equivalent experience.
Additional Requirements
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