Job DescriptionResponsibilitiesAbout the roleThe Business Analyst II supports Contact Center operations by designing, developing, and maintaining dashboards, automated reporting solutions, and performance scorecards that deliver actionable insights into operational performance, customer experience, and business outcomes. This role analyzes complex data sets to identify trends, risks, and opportunities, translating findings into strategic recommendations that support informed decision-making and continuous improvement initiatives. The Analyst collaborates cross-functionally with business partners and stakeholders to gather requirements, interpret data, and deliver reporting and analytics solutions that drive operational efficiency, performance optimization, and organizational success.
In this role you will:- Contribute to the design, development, and implementation of Contact Center reporting and analytics solutions.
- Perform qualitative and quantitative analyses of key performance indicators (KPIs) to deliver actionable insights to stakeholders.
- Administer potential Contact Center bonus and incentive programs by developing performance scorecards, validating results, and ensuring reporting accuracy.
- Establish reporting standards and documentation to ensure the accuracy, consistency, and integrity of Contact Center data.
- Work cross-functionally with all departments to gather requirements, interpret data, and provide reporting and analytics that support operational and business objectives.
QualificationsWhat makes you an ideal candidate?- Advanced experience with Power BI, including dashboard development, automated reporting, and executive-level data visualization.
- Advanced proficiency in Microsoft Excel, including complex formulas, data analysis, and reporting.
- Advanced knowledge of SQL, ETL processes, and data modeling.
- Experience with statistical analysis and analytical tools such as Python or SPSS.
- Strong understanding of relational databases, data warehouses, data mining, and data analysis techniques.
- Working knowledge of technical systems and data architecture.
- Ability to collect, analyze, interpret, and present data in the form of executive summaries and business insights.
- Ability to identify, analyze, and recommend solutions to complex business and technical problems.
- Ability to translate business objectives into analytical and technical solutions.
- Advanced quantitative and analytical skills, with the ability to apply statistical and financial concepts to business decision-making.
- Strong attention to detail and commitment to data accuracy.
- Excellent organizational, prioritization, time management, and follow-up skills.
- Excellent problem-solving and critical-thinking abilities.
- Strong presentation, verbal, and written communication skills.
Experience & Education- 3+ years of experience with data mining and query tools required.
- 2+ years of SQL development and data analysis experience required.
- 1+ years of experience with Python and/or SPSS preferred.
- Contact Center Analytics experience preferred.
- Bachelor's Degree in related field or equivalent work experience required.
What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Compensation: Competitive pay and bonus eligibility.
Work Life Balance: 100% remoteNOTE:We are unable to consider candidates who require visa sponsorship for this positionThis position is not open to agency submissionsThe base range for this role is: $61,000-$110,000
At GM Financial, we strive for transparency in all aspects of our business, including pay equity. This is the GM Financial pay range for this role and job level. The exact salary and compensation will vary based on factors like knowledge, skills, experience, and education.
This role is eligible to participate in a performance-based incentive plan. Full-time employees are eligible to participate in health benefits on day one of employment.
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