Business Intelligence Analyst I, II or Sr - Onsite, Columbus, Roswell, Atlanta or Birmingham

Job Summary

Supports activities related to call and speech analytics, reporting services, and design expertise in data warehouses, data marts in Customer Care. Works with large data sets to evaluate, recommend, and support the implementation of business strategies. Identifies and compiles data sets using a variety of tools to help predict, improve, and measure the success of key outcomes. Supports and maintains strategies to reduce data redundancy, increasing the consistency, quality and confidence of data used for decision making. Works closely with more experienced team members on the daily execution of deliverables. Utilizes various tools such as Five9, Verint, SQL, Business Objects, Power BI, Microsoft Excel, and Microsoft Access or equivalents.

Job Duties and Responsibilities

• Designs, develops and maintains reporting as needed to measure and analyze customer-focused metrics and team member engagement/ productivity. Provides reporting on a routine basis to various end users. Participates in the analysis and reconciliation of data and reporting projects and initiatives delivery. Maintains and reports all relevant product, site and customer metrics and applies findings to develop appropriate goals and projections. Performs analysis for customer retention and employee engagement in Call Center. Assists with providing summaries of analyzed data and identifying opportunities for improvement. Participates in analytical summaries to leadership with recommendations for areas of suggested improvements.
• Assists with documenting, monitoring and assessing data for Customer Care. As new data requests are fulfilled validate and test for end user acceptance. Identifies opportunities to standardize data definitions. Identifies and exploits opportunities for enhanced Business Intelligence that align with the company's business architecture and strategy. Participates in transforming data requests into reporting that contains meaningful information for all levels of end users and ensure business unit meets corporate standards that specifically relate to key performance indicators. Works with disparate data sources to develop business intelligence solutions.
• Serves in various roles as deemed necessary to liaise with other business units outside of Customer Care Center. Assists with meeting business unit reporting needs when data is requested to support the front-line or product/service owners where the call center provides customer call services. May partner with IT division for enterprise data warehouse needs or assistance exposing and accessing data internally for comprehensive analytics and reporting needs. Assists with creating documentation on data requests as they are fulfilled to include validation, testing and user acceptance.
• Assists with providing summaries of speech analyzed data and identifying opportunities for improvement. Participates in analytical summaries to leadership with recommendations for areas of suggested improvements. Assists with Speech Analytics searches and reports designed for automated analysis and topic identification in recorded conversations/interactions.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Qualifications

Minimum Education:

• Technical, trade or business school Technical education and certifications equivalent with experience in computer science, statistics, information systems, or related field.

Minimum Experience:

• One year of experience or education equivalent in data analytics and reporting including collecting business requirements related to usage of data, performing data mapping and conducting data quality assessments and developing, utilizing, and writing new automation.

Required Knowledge, Skills, & Abilities: