Reporting Analyst Jobs

Description

Want to support on the global stage? As Reporting Analyst, you’ll have the freedom to take your skills and expertise to the next level.

Reporting Analyst

Evansville, IN

Competitive Salary & Excellent Benefits Package

This position is responsible for building reports, data visualizations, analyzing data, and publishing results related to the Enfamil Consumer Resource Center (ECRC) functions including department and individual metrics, consumer contact interactions, marketing program performance, voice of consumer trends, CSat analysis, and supporting business partners as needed with reporting updates. This role will also be responsible for supporting the ECRC with day-to-day CRM administrative duties. Although this position is fully remote, it is an integral part of the Enfamil Consumer Resource Center’s Operations Center of Excellence.

You’ll succeed because…

…you’ve proved that you can work and deliver at a senior level in a dynamic, international environment. You combine executive assistant experience with a proactive and adaptable approach, and there’s nothing you don’t know about Microsoft Office 365. You’re a natural multitasker, with the confidence to take ownership and make decisions when needed. And crucially, you’re also comfortable working quickly and reacting to change.

Job Responsibilities

• Lead small projects and/or be integral member of project teams
• Identify areas of efficiency improvements within role and drive the implementation of those improvements. Identify efficiency improvements for the department as a whole and work with team to implement those improvements
• Analyze and share department CSat survey results and consumer comments, identify trends, and recommend actions for improvement based upon consumer feedback
• Ensure ECRC information and metrics are on-strategy and accurately reflect progress toward business goals; analyze performance trends and recommend potential actions
• Develop and publish routine agent performance reports and departmental metrics
• Analyze Quality trends and partner with team to understand drivers; recommend potential solutions based on analysis
• Collaborate with other team members and/or department leadership to identify, plan and implement opportunities for continuous improvement based on analysis
• Provide consumer insights and trends to be utilized in marketing plans and decisions
• Develop and publish routine consumer contact reports including but not limited to case data, social media moderation, and social listening
• Build, generate, and analyze daily, weekly, monthly or adhoc reports using a combination of systems including but not limited to Salesforce.com, Sprinklr, Vonage, Verint, SAP, Business Objects, Power BI, and Microsoft Access
• Assist with Salesforce Service Cloud system administration including, but not limited to, user setup and access; report and dashboard creation; and proper deletion of records for DSAR requests
• Act as a mentor for Reporting developmental assignments and with peers wanting to increase data and reporting skills
• Responsible for assisting with incoming consumer demand as needed
• Responsible for maintaining department data integrity
• Present results, including trends, gaps and recommendations, to various levels of team members, department leadership, business partners, and senior leadership

You’ll love it because…

…you’ll get to make an impact like never before. You’ll be responsible for your own projects - we can’t wait to listen to your ideas. The products you help us get out there will make people’s lives better. Our iconic brands will provide an incredible platform for you. And our dynamic, ownership-driven culture will help bring the very best out of you, every day.

Qualifications

• Strong attention to detail is a must
• Minimum 2 years previous experience in a high-volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
• Proven organizational and time management skills
• Previous customer service or contact center experience a plus
• Bachelor’s degree from an accredited 4-year college or university preferred
• Proficiency in standard software applications including MS Word, Excel, PowerPoint, and Outlook required.
• Demonstrated experience managing and/or coordinating multiple projects simultaneously and working within a team
• Proven ability to analyze/interpret data and report results with root cause identification or recommendations for improvement
• Demonstrated experience with effective problem solving and decision making skills
• Proficiency in Power BI and any other business intelligence analytics software preferred
• Experience with Salesforce Service Cloud is preferred
• High quality written, verbal and listening skills are required
• Ability to adapt to fast-paced and continuously evolving environment
• Experience with social sites such as Facebook, Twitter, TikTok and Instagram; and Sprinklr is a plus

Equality

At Reckitt, we recognise that in real life, great people don’t always ‘tick all the boxes’. That’s why we hire for potential as well as experience. Even if you don’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. Come and join a team whose purpose is to protect, heal and nurture in the relentless pursuit of a cleaner and healthier world.

All qualified applicants to Reckitt will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.