This position reports to the Sr. Director of VRS Operations and will be responsible for the management of internal and external customer information systems, data integrity and related analytics. The role provides support to the organization through: (1) developing and maintaining internal information systems and processes; (2) ensuring validity and integrity of stored information and conducting regular audits; (3) building analytics to produce a coherent narrative of current and historical trends.
The ideal candidate must be a motivated self-learner who is naturally curious, highly creative, and obsessive in their attention to detail. They must be able to identify needs and take initiative with little oversight and direction, they should also be comfortable manipulating large arrays of data through the use of pivot tables and advanced formulas. This position is expected to propel the company forward by managing critical information through the use of cutting edge tools and techniques that will drive high-level decisions.
TYPICAL DUTIES:
- Monitor and manage current and historical customer feedback through SalesForce and other CRM tools.
- Identify key trends and potential outliers in VRS demand patterns.
- Construction and maintenance of current information systems, providing training as needed to new management team members.
- Processing and auditing of employee information to be used across multiple teams and initiatives.
- Audit and maintain files and data for performance reviews.
- Develops daily/weekly summaries, details, dashboard reports and management summaries, both reoccurring and ad-hoc
- Develops new reports on ad hoc or scheduled basis, maintains an existing suite of reports, automates new reports as needed, and implements self-service tools for all lines of business
- Consistently performs quality review of data and report results; question and validate data for integrity and consistency, documenting report processes and the logic applied in all reporting to support our data integration efforts
- Experience working in Microsoft VBA and other automation techniques
MINIMUM REQUIREMENTS:
- Minimum 5 years of business experience.
- Must have technical proficiency in SalesForce, Intuit Quickbase, and Microsoft SharePoint.
- Mastery of Microsoft Excel is required (including but not limited to: PowerPivot, advanced formulas, nested statements, trend analysis, advanced charting, pivot tables and data manipulation centered on the date and time data)
- Working knowledge of MS Office (including Outlook, PowerPoint, Visio, & Word)
- Advanced analytical skills and problem-solving skills, coupled with the ability to manage multiple priority projects and shift priorities as needed, while still producing accurate and precise work, detecting and resolving discrepancies, while managing expectations around completion deadlines with key business partners.
- Excellent written and verbal communication skills, with the ability to clearly explain technical issues to a non-technical audience
- Exceptionally detail orientated and ability to cross-check work to user specifications
- Proficient working independently—with little direction—and as a supportive team member
- Comfortable working with business partners across the organization
- Accustomed to fast-paced environments with simultaneous, high-priority tasks
- Bachelor’s degree; preferably in Economics, Statistics or Business Management; or a minimum of three years of experience in a similar analytical position
EXPERIENCE WITH THE FOLLOWING A PLUS:
- Working knowledge of Visual Basic and other programming languages.
- Instrumental in gaining a consensus on guidelines and metric definitions for Key Performance Indicators; helps develop Business Requirements Documents (BRDs)
- Regulated industries work such as telecommunications, finance or related businesses
- Knowledge of American Sign Language and Deaf Culture preferred
PHYSICAL REQUIREMENTS: Employees may experience the following physical demands for extended periods of time:
- Sitting, standing and walking (95-100%)
- Keyboarding (40-60%)
- Viewing computer monitor requiring close vision (95-100%)
- May lift or move boxes (up to 10 pounds)
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