Job Summary

Mentors junior analysts and will work closely with business units to solve complex problems. Key player in developing the strategic direction for Customer Care analytics and reporting. Provides technical expertise and supports activities related to data architecture for reporting services, and design expertise in data warehouses, data marts, and business intelligence reporting. Leads planning and call and speech analytics reporting solutions in Customer Care by delivering reports, dashboards and data extracts within the Customer Care Division. Works with large and moderately complex 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 team members on the daily execution of deliverables and assists less experienced team members as needed.

Job Duties and Responsibilities

• Serves as a mentor to junior analysts and as a subject matter expect in the utilization of business intelligence tools and processes. Supports an evolving business intelligence methodology. Creates documentation on new requests as they are fulfilled. Identifies and exploits opportunities for enhanced Business Intelligence that align with Customer Care strategy. Handles transformation of 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. Provides day-to-day support to Customer Care Team and support functions to build a culture and climate focused on developing a data-driven culture.
• Serves in various roles as deemed necessary to liaise with other business units. Helps supports business units' reporting needs when data is requested for the front-line or product/service owners where the call center provides customer call services. Partners with IT division for enterprise data warehouse needs or assistance exposing and accessing data internally for comprehensive analytics and reporting needs. Trend risks and provide input to executive level reporting. Participates in analytics and reporting initiatives to document success metrics as a result of process changes, new products/services, etc. where scope may vary dependent on the Customer Care Team or support function.
• Partner with leadership to develop and execute related action plans for agreed upon improvements. Ensures alignment with Synovus business architecture, corporate strategy and Customer Care. Participates in and supports new business intelligence initiatives related to Customer Care. Leads meetings with managers and subject matter experts to define and gather requirements and overall objectives. Works cross functionally with varying data owners across the organization to support the implementation of processes and procedures to ensure that governance, stewardship, transparency and control of Synovus data assets is maintained at all times. Provides technical expertise and supports activities related to data architecture for reporting services, and design expertise in data warehouses, data marts, and business intelligence enterprise reporting. Identifies ways to increase the use of business intelligence within the firm, designing end-to-end business intelligence solutions that provide insights and information for key decision-makers.
• Define, develop, update and repair speech/text queries in Speech Analytics tools to support searches and reports designed for automated analysis and topic identification in recorded conversations/interactions from a contact center environment utilizing best practice speech analytics methodologies for quality delivery of analysis and reports/visualization in alignment with specified analytical objectives and/or ROI.
• Designs, develops and maintains reporting as needed to measure and analyze customer-focused metrics and team member engagement/ productivity. Provide reporting, presentations, and thought leadership to management. Participates in departmental reports and presentations to Customer Care Leadership. Provides insight into industry benchmarks and trends to determine tolerances and identify when key metrics are at risk or exceed tolerances. Leads 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. Provides day-to-day support to Customer Care Team and support functions to build a culture and climate focused on developing a data-driven culture. Identifies opportunities for enhanced Business Intelligence that align with Customer Care strategy.
• 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 supporting diversity in the workplace

Minimum Education:

• Bachelor's degree or an equivalent combination of education, certifications and experience.

Minimum Experience:

• Five years 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. Highly preferred versed in SQL.

Required Knowledge, Skills, & Abilities:

• Understanding of reporting and/or visualization tools (e.g. Microsoft Power BI, Tableau, SSRS, SQL Server)
• Knowledge of a variety of technologies, data models, and insights across all relevant data sources
• Understanding of data governance principles. Understands concepts like data mining, extraction, and analysis
• Strong communication skills, both written and verbal; solid presentation skills
• Strong mathematical, statistical, analytical, problem solving and conceptual skills
• Knowledge of project management techniques and good project management skills
• Flexibility and ability to adjust to changing priorities, new strategies and policy changes
• Strong proficiency using Microsoft Office Suite
• Proven ability to partner effectively across all levels of the organization and develop positive working relationships
• Ability to independently prioritize and follow-up on commitments
• Ability to take initiative to resolve issues, self-motivated, self-directed and able to work with minimal supervision
• Action or Results Oriented
• Strong Time Management and Process Management Skills
• Able to deal with ambiguity
• Strong Customer Focus and Business Acumen
• Strong organization and creativity skills
• Able to Learn on the fly

Preferred Knowledge, Skills, & Abilities:

• Bachelor's degree in computer science, statistics, or information systems
• Experience in banking or financial industry
• Experience in contact center reporting platforms (e.g. Five9, Verint, Clearview)
• Experience in CallMiner, Verint, Salesforce, Microsoft or other speech analytics software
• Report writing experience
• Knowledge of data base principles to include linking data across multiple data sources, building moderate to complex queries