EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The Analyst, Business Data conducts detailed analyses of North America Contact Center operations performance, using varied data sources to provide insights into performance trends and opportunities.
In partnership with the Manager/Sr. Manager, evaluate and support the implementation of analytical solutions that will lead to high quality, accurate data and trending
Able to deliver analytical reporting using varied sources of data, including but not limited to, workforce management, quality, custom channel applications, and CTI/CRM/IVR solutions for all channels
Analyze complex data, identify anomalies, and provide useable insight to business intelligence leaders
Provide ongoing analysis of existing reporting structure and make efforts to provide recommended enhanced solutions in an effort to drive reporting efficiency
Ensure accurate documentation for data elements, reports, and processes
Develops understanding of underlying data, data structures, and business uses of data
Follows processes and protocols for ensuring the quality of reporting outcomes and analyses; identifies ways to ensure data integrity and validates reporting results to deliver a high degree of confidence in the final outcome
Maintain comprehensive inventory of all reports and associated data sources
Maintain and publish standard reports for executive operations
Maintain databases and develop weekly / monthly metrics reports
Perform ad hoc analyses as needed, support UAT and special projects as assigned
Qualification
Required
Bachelor's degree in analytics, mathematics or related field
2+ years of relevant experience in business, statistical or data analysis
Ability to assimilate facts/data from various sources & develop analyses that provide key business insight
Ability to identify obstacles & develop solutions
Strong organizational and time management
Proficiency using Microsoft Excel
Proficiency using Microsoft SQL
Knowledge of Business Objects
Effective communicator – written and verbal
Preferred
Experience with Telephonic platforms
Experience working with call center data/metrics
Benefit
Health care
Retirement savings
Paid time off/vacation
Various employee discounts
EssilorLuxottica is an ophthalmic company that specializes in the design, manufacture, and marketing of eyewear products.
