New

Reporting Business Analyst

Advantage Technical
$33.79-$34.48
United States, Michigan, Auburn Hills
Aug 15, 2025
Position Title: Business Analyst Location: Onsite. Auburn Hills, MI. Qualifications: Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics. 1-2 years of analytics experience. Knowledge of Genesys platform and reporting tools (PureEngage Cloud, Cloud CX). Knowledge of Salesforce and Salesforce reporting tools. Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, PowerBi). Goal-oriented and self-directed. High attention to detail for data auding purposes. Strong verbal and written communication skills. Demonstrated enthusiasm and ability to drive change. Able to prioritize and manage time to deliver business requests in a timely manner. Detail-oriented to ensure high quality data is rendered. Description: Within the Customer Care team, the Reporting Business Analyst is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Vehicle Brands, Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The Reporting Analyst will focus on the following functions: Genesys Cloud telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.). Salesforce report development/maintenance of out of the box reports and dashboards. Develop reporting automation to improve reporting efficiencies. Create and maintain weekly and monthly Operational Performance reports to be shared with Global and Regional teams in a timely manner. Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics. Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management. Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide the Voice of the Customer to the Brands for future development of features and services. Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies. Conduct data mining, build predictive models, and make recommendations to anticipate future customer demands and increase call center efficiencies and effectiveness. Incorporate accurate integration of artificial intelligence/machine learning models into future enterprise strategies. After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play. About Advantage Technical With company roots going back over 30 years, Advantage Technical is an engineering and information technology services company and a national leader in the provision of technical resources today. These services include Staff Augmentation, Direct Placement, Project Resourcing and Outsourcing - delivered from 40 key market locations, by over 3500 specialized contractors, to over 500 clients across North America. Advantage Technical is a Best of Staffing Diamond Award winner for both Clients and Talent. For more information about the industries and services offered by Advantage Technical, please visit AdvantageTechnical.com. Advantage Technical is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact your local branch. Advantage Technical is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations. To read our Privacy Notice for Candidates and Employees/Contractors, please refer to our Privacy Notice for Candidates and Employees/Contractors. By applying for this job, you agree that you may receive both AI-generated and non-AI generated calls, text messages, or emails from Staffmark Group and/or its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our general Privacy Policy at Privacy Policy - Staffmark