Transforming the Future with Convergence of Simulation and Data

Business Analyst 

Job Summary:

Our client in Auburn Hills, MI is looking for a Business Analyst. This is a contract position.

What You Will Do:

Within the Customer Care team, the Reporting Business Analyst is responsible for data analysis and report generation on data collected by the Customer Care team.   The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals.  It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Vehicle Brands, Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. 

The Reporting Analyst will focus on the following functions:

Genesys Cloud telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.).Salesforce report development/maintenance of out of the box reports and dashboards.Develop reporting automation to improve reporting efficiencies.Create and maintain weekly and monthly Operational Performance reports to be shared with Global and Regional teams in a timely manner.Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics.Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management.Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide the Voice of the Customer to the Brands for future development of features and services.Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies.Conduct data mining, build predictive models, and make recommendations to anticipate future customer demands and increase call center efficiencies and effectiveness.Incorporate accurate integration of artificial intelligence/machine learning models into future enterprise strategies. 

Basics:

Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics.1-2 years of analytics experience.Goal-oriented and self-directed.Time Management.High attention to detail for data auding purposes.Strong verbal and written communication skills.Knowledge of Genesys platform and reporting tools (PureEngage Cloud, Cloud CX).Knowledge of Salesforce and Salesforce reporting tools.Demonstrated enthusiasm and ability to drive change.Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, PowerBi).Able to prioritize and manage time to deliver business requests in a timely manner.Detail-oriented to ensure high quality data is rendered. 

Preferred:

Master’s degree in above related area of study.Demonstrated ability to learn and be proficient with new software applications.Intermediate knowledge of DB2 SQL.Intermediate experience using statistical/data software (QlikSense, SPSS, SAS, R, Python, etc.). 

How You Will Be Successful:

Envision the FutureCommunicate Honestly and BroadlySeek Technology and Business “First”Embrace Diversity and Take Risks

What We Offer:

Competitive SalaryComprehensive Benefit Package401(k) with matching contributionsPaid Time OffEmployee DiscountsFree training on all Altair products

Why Work with Us:

Altair is a global technology company providing software and cloud solutions in the areas of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer’s toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today’s problems into tomorrow’s opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit

Ready to go? #ONLYFORWARD   

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world’s most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer’s toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair’s history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.

 

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