Metrics Coordinator

Percepta•Melbourne, FL

12d

About The Position

The Metrics Coordinator will support the Automotive Concierge program by providing report development, tracking, and metrics reporting while assisting in analyzing data to support process changes, metric goal revisions and objective attainment plans. This position will support the Lincoln Business Operations Manager and Lincoln client by designing, developing and analyzing critical to business reports and scorecards. The job function includes scoping and executing projects that reduce defects (failure modes) and agent level variability. The Metrics Coordinator will apply statistical methodologies and/or tools to analyze processes and complete projects for Lincoln Concierge program in Melbourne, including Social Media.

Requirements

Six Sigma Metrics Coordinator or equivalent work experience preferred
Bachelor’s Degree preferred
This position requires 2+ years related work experience in a consulting or analytical role.
Familiarity with call center processes and technology is preferred.
Previous experience in a call center environment preferred.
Strong analytical ability required.
Excellent verbal and written communication skills.
Well organized and detail oriented.
An advanced working knowledge of Word, Excel, PowerPoint, Visio and Project.
Basic understanding of SharePoint and how to update or make changes to documents.
Good problem-solving skills - able to creatively resolve complex situations.
Effective time management and organizational skills.
Proven ability to manage multiple, concurrent activities.
Proven ability to perform in a fast-paced environment and with minimal supervision.
Strives to create a supportive environment conducive to continuous improvement.
Translates problems into practical solutions.

Responsibilities

Design and develop reports for Automotive Concierge
Build Monthly Scorecard for all programs
Build and maintain all reports necessary to support the program
Review reporting needs and make recommendations on changes and improvements to new and existing reports
Work with Reporting at all levels within Percepta, Client and any outside vendors to enhance reports as required
Validate reporting accuracy
Analyze and interpret reports to identify performance gaps and communicate to Lincoln Management
Understand the client’s industry and their specific business objectives
Ensure on time delivery of all reports as required
Provide reports, tracking information or validation to team leads, COM and BOM for scorecards, performance reviews, 1on1’s and dealer and region meetings
Facilitates special tracking on pilot or control group processes
Works with supporting departments, reporting teams, and outside vendors, etc. to deliver metrics and reports
Work with management to develop and maintain GCCT/CX Hub dashboards and views for all programs
Implement market/territory changes upon management request or as needed (strong understanding of Ford/Lincoln regional alignment is required)
As directed by management update and supply, alignment changes, including but not limited to FMCDealer.com, and Tier 1
Maintains a positive work environment that fosters team performance.
Seeks to improve job knowledge by working with CCT Management.
Work on activities and/or projects as requested by Client Operations Manager and Business Operation Manager.
Represent Percepta in a professional manner, both internally as well as with outside organizations.
Provide excellent customer service for internal and external customers on questions and issues.
Provide follow-up reporting for a variety of program initiatives.