Business and Reporting Analyst

Position Summary

This position will support Customer Service Leadership and the department by developing and maintaining reporting and analytics to support our business processes and operational requirements.  The Business & Reporting Analyst must be able to communicate across various departments, be highly organized, have the ability to work under pressure, and work independently.

Principal Responsibilities

•    Create informative, actionable and repeatable Customer Service reporting that highlights relevant business trends and opportunities for improvement with a focus on data accuracy and consistency
•    Design interactive dashboards that leverage data visualization to deliver analysis of key call center metrics and KPI’s for use by internal end-users
•    Proactively analyze data using multiple systems to identify data quality gaps, evaluate business processes, and derive sound conclusions
•    Develop and deliver reporting and analytics to support Customer Service initiatives related to Customer Experience, SAP ERP data, CRM, Quality program and personnel 
•    Interpret, evaluate and interrelate operational data and develop integrated business analysis for strategic decision-making
•    Suggest changes to Customer Service Leadership using analytics to support recommendations and actively participate in the implementation of approved changes
•    Develop and maintain a standard set of reports that provide meaningful business insights
•    Perform daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports
•    Collect requirements for reporting needs directly from end-users
•    Provide ad-hoc reports and analysis on an as needed basis
•    Possess a sound understanding of all data elements
•    Embrace new technologies and methodologies to stay ahead in a rapidly evolving AI landscape
•    Perform ongoing data maintenance of CRM and other data-housing applications
•    Adhere to and ensure the compliance of Teleflex’s Code of Conduct as well as other company policies and procedures
 

Education / Experience Requirements

•    College degree required. A combination of some college and relevant experience would also be considered. 
•    1+ years’ experience in a data analysis, data management or analytical role 

Specialized Skills / Other Requirements

•    Knowledge of BusinessObjects, Power BI and Microsoft Office Suite
•    Advanced knowledge of Microsoft Excel
•    General knowledge of SAP ERP systems desirable. SAP S/4 HANA and ECC preferred
•    Working knowledge of Salesforce Cloud and AI Advanced Analytics a plus
•    Understanding of databases and data structure
•    Strong analytical and problem-solving skills
•    Apply critical thinking skills to evaluate the effectiveness of BI and AI solutions
•    Identify areas for improvement and implement enhancements based on feedback and analysis
•    Ability to communicate and partner cross-departmentally on complex tasks across all levels of the organization
•    Ability to work independently and display initiative 
•    Continuous improvement and results orientation
•    Excellent oral and written communication skills
•    Good presentation skills
•    Highly organized and detail-oriented with strong time management skills, focused on the big picture
•    Adaptable to change
•    Be a team player who shows commitment and dedication while maintaining a positive attitude and high level of performance on high profile/time-sensitive initiatives
•    Ability to work in a high-paced environment, follow tight deadlines, multi-task and prioritize work
•    Experience designing and developing business-facing dashboards, and data visualizations on BI platforms such as Power BI (preferred)
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