Company DescriptionExperian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.**Job Description**:**Essential Functions**- Work with Stakeholders throughout the organization to identify opportunities for leveraging customer care data to drive business solution.- Mine and Analyze data from the company database and Customer Care contact drivers to drive optimization and improvement of product development, reduction in client contacts, and improvement in overall Customer experience.- Develop and execute ad-hoc reports based on user requests.- Gather required functional documentation needed for the completion of user data requests.- Recommend improvements and/or enhancements to existing processes (system or reporting-based) and/or identify new automation or reporting opportunities in order to improve efficiencies and departmental capabilities.- May perform other duties as required.**Knowledge, Skills and Abilities**:- Analyze Data covering a wide range of information from Customer profile, contact deflection to product and Technology portability.- Understanding of call center Onmichannel.- Identify new patterns through data mining. Conduct hypothesis driven exploratory analysis, bring insights into a structured communication/presentation to cross functional teams.- Strong Problem-solving skills with an emphasis on process and product improvements.- Exhibits ability, desire and capability to take control of tasks and issues in order to drive to a resolution.- Exhibits ability, desire and capability to drive innovation, process improvement, automation, and ownership of enhancements that improve team and department capabilities.- Creates clear, concise, and meaningful messages, both verbal and written, providing responsible recipient(s) with required details and, as necessary, requested timeframes for response.- Drives projects and tasks to completion; keeps stakeholders informed of priority and expected outcomes.- Recognizes the need for expediency when dealing with issues; does not allow important tasks to be reprioritized without appropriate justification.- Has the obligation and willingness to accept responsibility for his or her actions.- Articulate, business-like, and friendly demeanor.- Strong verbal skills to explain both technical and lay issues to peers and user community.- Good listening skills.- Flexible and efficient.- Ability to handle multiple tasks.- Adaptable to changing environment and workload.- Self-motivated and able to work with mínimal supervision.- Work well under pressure/deadlines in face pace organization.- Strong dedication to professionalism.- Strong Communicator with the ability to work in a group environment.- Strong organizational skills.**Qualifications**:- Bachelor's Degree in computer science, Business Analytics or Equivalent.- 5 Years' Experience within Contact center technology using Avaya, Salesforce Service Cloud, CRM.- 5 Years' Experience in Health care Optional.- Familiarity with Salesforce Service Cloud reporting, Tableau, Confluence, SQL, Teams, Google Analytics.- Proficient at building Dashboards.- Proficient with Excel, Word, Visio.- Must be detail-oriented with a strong design style and commitment to quality.Additional InformationOur benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking here
