Performance Scorecard - Associate
Job Description
As a Performance Scorecard Associate within our Performance, Reporting, Insights Team, you will be instrumental in delivering customer operations performance insights. You will work closely with the Performance Scorecard Lead, querying and wrangling data, and using descriptive analytics and various data storytelling techniques. Your role will also involve applying various statistical models on contact center employee performance in determining Key Performance Indicators goals vis--vis business targets. This role offers the opportunity to collaborate with various teams and contribute significantly to our business analytics operations.
Job Responsibilities
- Provide
- performance insights
- Deliver
- performance scorecard goal calibration
- Deliver
- performance scorecard goal calibration
- Deliver
- performance scorecard goal calibration
- Deliver
- performance scorecard goal calibration
- Deliver
- performance scorecard goal calibration
- Build balanced scorecard solutions to business areas not yet supported by International Consumer Banking-wide scorecard dashboards.
- Align book of work to privacy and data governance principles and expectations and ensure robust controls are being observed.
- Collaborate within a scrum team--working closely with other functional groups within the Performance, Reporting, Insights Team.
Required qualifications, capabilities, and skills
- 7+ years in a business analytics/data-related role AND statistics within contact centre operations.
- Advanced excel skills (ie. Index Match, xlookup, Analysis Toolpak, Visual Basic for Application, etc)
- Excellent user of Microsoft Office products (Powerpoint, Excel, etc)
- Strong data visualisation skills and ability to tell a compelling data story.
- Strong analytical and problem-solving skills, communication skills (verbal and written), and presentation skills.
- Hands on experience of various statistical software
- Ability to articulate complex data to non-data users in a way that would be easily understood.
- Strong inter-personal skills with ability to forge strong relationships with key stakeholders
- Effective organizational skills including ability to manage own workload and deliverables
Preferred qualifications, capabilities, and skills
- Highly experienced in data wrangling tools (ie Structured Query Language, Alteryx), certification a plus
- Experience working Agile and using JIRA/Confluence is a huge plus.