Job description

Please note, this position is designated as flexible (aka hybrid), and the expectation is that the selected candidate will report to the assigned office in Greensboro, NC 3 days per week. Technical Summary: This role is responsible for supporting, maintaining, and enhancing data, reporting, and analytics capabilities across enterprise contact center platforms, with a strong focus on NICE CXone and related tools. This role will serve as a key technical resource for business analytics, data mining, data visualization-ensuring insights are accurate, timely, and actionable for business operations, leadership, and regulatory needs. This individual partners closely with business operations and business stakeholders to translate requirements into scalable reporting solutions, while also suggesting improvements in reporting and analysis. Job Summary: In addition to the responsibilities listed below, this senior individual contributor Business intelligence (BI) position is also responsible for a combination of duties spanning business analytics, data mining, data visualization, and data tools and infrastructure. This includes leveraging KP practices to help the organization make sound data-driven decisions. This position is also be responsible for transforming data into actionable insights that will help drive KPs strategic and operational business decisions. This includes using BI tools (e.g., Cognos, Tableau, Power BI, etc.) to access and analyze data sets and present analytical findings in visually driven and focused reports, summaries, dashboards, graphs, charts, and maps to provide users with detailed intelligence about the state of KPs business. Essential Responsibilities: • Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback. • Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; and recognizing and capitalizing on improvement opportunities. • Executes creative data analytic approaches leading to actionable outcomes by defining and calculating metrics to be analyzed; defining, calculating, and validating algorithms; and conducting analyses, including descriptive, correlational, inferential, and/or predictive statistics. • Develops, implements, and automates business and reporting solutions by working with stakeholders in their design, planning, and implementation while ensuring consistency and coherency; evaluating and summarizing data and results; creating summary statistics; developing data reports, visualizations, and/or interactive Business Intelligence (BI) reports; reporting to stakeholders on key findings; identifying needs for the development and implementation of additional reporting solutions; and preparing documentation as appropriate. • Interprets data analyses by applying findings to contextual settings; and developing insights, reports, and presentations telling a compelling story to stakeholders to enable and influence decision making; and providing context related to data interpretations and/or limitations as appropriate. • Drives strategic data-informed decisions by consulting with clients to identify and clarify key business needs; developing outcomes and process measures; translating business requirements; determining data/information needs and data collection methods; developing analysis plans; measuring the impact of business decisions on clients, customers, and/or members; working with clients and staff to identify opportunities and methods to improve efficiencies with analysis; supporting and training end-users; and documenting processes and deliverables. • Gathers data and information on targeted variables in an established systematic fashion by validating data sources; querying, merging, and extracting data across sources; completing routine data refresh and update; developing and/or delivering tools for electronic data collection; and providing user training, support, and documentation. • Develops analytical and/or statistical models enabling informed business decisions by determining data and analytical requirements; creating models leading to actionable insights; and testing, refining, and validating models. • Prepares data for analytic efforts by integrating and consolidating data; ensuring data quality and accuracy; profiling data inaccuracies and recommending process improvements or system changes to enhance overall quality of the data; and cleaning and creating final data set(s) for analysis.

Requirements

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Application prep

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Platform: radancy
Effort: medium