Global Contact Center Reporting and Analytics Manager

At Ford Motor Company, we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrow’s transportation. Do you believe data tells the real story? We do! Redefining mobility requires quality data, metrics, and analytics, as well as insightful interpreters and analysts. That’s where Global Data Insight & Analytics makes an impact. We advise leadership on business conditions, customer needs and the competitive landscape. With our support, key decision makers can act in meaningful, positive ways. Join us and use your data expertise and analytical skills to drive evidence-based, timely decision making. What you’ll be able to do: Global Contact Center Reporting and Analytics Manager - positions offered by Ford Motor Company (Allen Park, Michigan). Note, this is a hybrid position whereby the employee will work both from home and from the aforementioned worksite. Hence, the employee must live within a reasonable commuting distance from the worksite. Manage Global Contact Center Operations data and analytics reporting, and prioritize, enhance, and streamline reporting requirements. Develop metrics and analytics to provide key insights and drive operational efficiencies, business decisions, concern resolution, and customer satisfaction initiatives. Maintain databases and perform updates as necessary to ensure accuracy, as well as examine data reports to locate and resolve mistakes throughout. Analyze and collect data for various types of business reports, as well as monitor data to identify changes in financial and business trends. Create and leverage software resources to collect, consolidate, and present data to business stakeholders and department leads. Identify opportunities to optimize global Reacquired Vehicle, Roadside Assistance reporting and analytics. Provide Ad-Hoc Reporting and lead all Stakeholder and Departmental reporting requests, including Analytic Dashboards development, to support CRM and Survey Reporting.

Bachelor’s degree or foreign equivalent in Computer Science, Statistics, Data Analytics, Business Analytics, Information Science, Computer Engineering or a related field and 3 years of experience in the job offered or a related occupation. 3 years of experience with each of the following skills is required: 1. Creating data visualization using Tableau, Quicksight, R, and Python. 2. Utilize data analysis tools (SQL, Python, and R), Google Cloud Platform, experiment frameworks, and working across the full stack of data analysis (data engineering, ETL, data analytics, and data visualization). 3. Extract key trends and identify outliers for further investigation. 2 years of experience with each of the following skills is required: 1. Customer relationship center experience. 2. Clearly and precisely communicate findings (this includes the skill to select or create the most suitable format to present data) to make them understandable for non experts which have to consume the data and findings. 3. Designing and implementing Analytics/Business Intelligence Engineering Solutions for Customer and Dealer Contact Centers globally. 4. Microsoft Dynamics platform, Salesforce Cloud solutions and key backend systems and data sources to be able to combine data and provide data views and trends across key systems.

We are offering a salary of $139,277.00 - $205,000.08/yr. You may not check every box, or your experience may look a little different from what we’ve outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply! As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Vehicle discount program for employees and family members, and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time., + $15.00-16.00 per hour