Global Contact Center Reporting and Analytics Manager

Ford Motor • Allen Park, MI

2d • Hybrid

About The Position

At Ford Motor Company, we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrow’s transportation. Do you believe data tells the real story? We do! Redefining mobility requires quality data, metrics, and analytics, as well as insightful interpreters and analysts. That's where Global Data Insight & Analytics makes an impact. We advise leadership on business conditions, customer needs and the competitive landscape. With our support, key decision makers can act in meaningful, positive ways. Join us and use your data expertise and analytical skills to drive evidence-based, timely decision making.

Requirements

• Bachelor’s degree or foreign equivalent in Computer Science, Statistics, Data Analytics, Business Analytics, Information Science, Computer Engineering or a related field and 3 years of experience in the job offered or a related occupation.
• 3 years of experience with Creating data visualization using Tableau, Quicksight, R, and Python.
• 3 years of experience utilizing data analysis tools (SQL, Python, and R), Google Cloud Platform, experiment frameworks, and working across the full stack of data analysis (data engineering, ETL, data analytics, and data visualization).
• 3 years of experience extracting key trends and identifying outliers for further investigation.
• 2 years of experience with Customer relationship center experience.
• 2 years of experience clearly and precisely communicating findings (this includes the skill to select or create the most suitable format to present data) to make them understandable for non experts which have to consume the data and findings.
• 2 years of experience designing and implementing Analytics/Business Intelligence Engineering Solutions for Customer and Dealer Contact Centers globally.
• 2 years of experience with Microsoft Dynamics platform, Salesforce Cloud solutions and key backend systems and data sources to be able to combine data and provide data views and trends across key systems.

Responsibilities

• Manage Global Contact Center Operations data and analytics reporting, and prioritize, enhance, and streamline reporting requirements.
• Develop metrics and analytics to provide key insights and drive operational efficiencies, business decisions, concern resolution, and customer satisfaction initiatives.
• Maintain databases and perform updates as necessary to ensure accuracy, as well as examine data reports to locate and resolve mistakes throughout.
• Analyze and collect data for various types of business reports, as well as monitor data to identify changes in financial and business trends.
• Create and leverage software resources to collect, consolidate, and present data to business stakeholders and department leads.
• Identify opportunities to optimize global Reacquired Vehicle, Roadside Assistance reporting and analytics.
• Provide Ad-Hoc Reporting and lead all Stakeholder and Departmental reporting requests, including Analytic Dashboards development, to support CRM and Survey Reporting.

Benefits

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Vehicle discount program for employees and family members, and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year's Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager