Reporting Analyst

About the role:

This function analyzes data collected from customer touchpoints and generates insights to help drive a positive ownership experience. The service is tasked with monitoring performance of operational and feature based (remote services) goals. It is also responsible for advanced analytics, predictive modeling, telephony analytics and development of queries and reporting in backend databases utilizing various SQL syntaxes (and other analytic tools).

Responsibilities

• Monitor data accuracy in reports and ensure any discrepancies or issues are managed. 
• Create and maintain operational and other agreed reports, ensuring that reports are published on time. 
• Create ad-hoc reports as requested in the timeframes agreed. 
• Manage report enhancement process from request to delivery. 
• Telephony Analysis and Reporting (Real time, Historical, IVR Deflection Analysis, etc.), Salesforce Report Development / Maintenance (Out of the box Reports, Dashboards, Einstein Analytics Dashboards, Einstein Predictive Analytics 
• 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 
• Responsible for timely analysis of customer information and contact drivers to support Customer Care, issue resolution and provide input for future development of connected 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 
• Development of KPIs (Benchmarking, Target Setting, Etc)
• SQL Query Development (Greenplum, DB2, Microsoft SQL Server, Azure, etc) & QlikSense development 
• Edit of Business Requirements document shared with ICT Dept to develop, build or enhance the Official Company Reporting System (OCRS) 
• In collaboration with ICT Dept, monitor OCRS implementation/enhancement ensuring right planning and contents 
• Set, produce, update, release and maintenance of recurrent official reports. 
• Produce reports in different formats (Excel, PowerPoint, Access, Qlik Sense, Salesforce, etc... ) according to the Customer needs / requirements 
• Training end-users on new reports and dashboards. 
• Identifying and revising reporting requirements. 
• Support in Data extraction (from OCRS or CRM company systems) to meet the trend analysis needs of external / internal Customers 
• Interpret data, analyze results and provide ongoing reports.

Requirements

• At least three years of experience as Business analyst and Power BI developer.
• Goal-oriented and self-directed
• Strong verbal and written communication skills
• Read only SQL Syntaxes (DB2, Microsoft SQL Server, Postgres, Greenplum)
• Experience using statistical/data software packages (QlikSense, SPSS, SAS, R, Python, etc.)
• Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, VBA)

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives