Business Analytics and Reporting Specialist

Description Title: Business Analytics and ReportingSpecialist Location:  Dallas, TX People within the Business Process Outsourcing (BPO) organization are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  Typically, people in BPO are based permanently at a client location.  BPO helps clients develop and deliver business process innovations with cutting-edge outsourcing services.  These services transform enterprises and deliver high performance at lower costs.  We offer a full array of business process outsourcing services founded on operational excellence and cost effectiveness. Our BPO resources can expect to: â€¢ Incorporate skills which support the Accenture Customer Contact BPO Services  • Receive ongoing training to build and extend professional, technical and management skills in all areas• Enjoy our comprehensive and generous benefits package  This position will share responsibility for participating in all Business Analytics activities and Reporting/BI activities on the Kodiak Project.  In this role, the employee will be performing root cause analysis for areas such as customer satisfaction surveys, First Call Resolution (FCR), Call Driver, Handle Time, and Contact Rate.   This position works with the Agent Performance team to identify process improvement opportunities that will either increase customer satisfaction or drive calls out of the business.  This position will lead Kodiak Reporting / Business Intelligence efforts, prioritizing requests, managing processes, resolving issues and identifying data necessary for root cause analysis.  This job also presents ideas for new projects to the Transformation teams and to each Client team.  There is also interaction with Accenture Executive Team, and Vendor Performance Management.  Key responsibilities may include:  â€¢ Ensure that data and reports are accurate and delivered on time and the supporting processes are working properly.• Impact positive change in Contact Rate, Customer Satisfaction Surveys and FCR scores, Minute Reduction• Find Continuous Process Improvement opportunities across the unit as a whole, based on root cause analysis• Meet or exceed Balanced Scorecard objectives in the areas of Value Creator, People Developer, and Business Operator• Ensure employee morale, training, and retention of direct reports• Build strong understanding of all Reporting Processes• Address and resolve reporting issues and escalations• Implement and manage more rigorous data validation steps• Ensure Accenture data and reports are accurate• Maximize usage of Business Objects within the Reporting team and in the program to automate reports.• Own the integration of new vendors and centers and ensure the integration is smooth.• Oversee ID Management process and ensure it is managed effectively. • Work with the vendors to ensure their data inputs to Accenture and the client are accurate and timely.• Work with other members of the Reporting Team to ensure best practices are being leveraged.• Field and prioritize ad-hoc report requests• Analyze trends, case notes, call monitoring results, root cause categories, and verbatims• Utilize root cause analysis tool to perform root cause analysis for factors impacting metrics• Identify drivers that increase/decrease the customer's propensity to call• Utilize data to identify trends and opportunities for improvement   Job Requirements: â€¢ Ability to travel domestically and internationally (up to 25%) Qualifications Basic Qualifications:  â€¢ Bachelor's in Business or Analytical focus (e.g. Finance, Statistics, Math, Accounting or Economics)• Minimum of 4 years work experience with Business Analysis  Professional Skill Requirements:  â€¢ Strong analytical ability including statistical/trend analysis• Strong spreadsheet skills• Strong modeling capabilities• Strong critical thinking skills; ability to determine root cause of issues• Experience delegating, prioritizing, tracking status on work deliverables to one or more team members• Ability to establish credibility and use persuasive authority to manage client relationships• Ability to present ideas effectively• Must be results driven• Communicate proactively with team members• Leadership skills and ability to influence others• Ability to work well with all levels of management and staff• Experience with project management and process improvement methodologies• Ability to present findings in a clear, concise manner appropriate to the audience• Experience at intermediate level with Microsoft PowerPoint, Excel, and Word To submit resumes online Click Here  Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Accenture is an Equal Opportunity Employer. Job Information Company: Accenture Location: Dallas, TX 75201 Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: Bachelor's Degree Contact Information Company: Accenture Reference Code: 00062234