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 tomorrows 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. Thats whereGlobal Data Insight & Analyticsmakes 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 youll 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.

Youll have...

Bachelors 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$139277.00 - $205000.08/yr.

You may not check every box or your experience may look a little different from what weve 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 builderor 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 Years Day
Paid time off and the option to purchase additional vacation time.

For a detailed look at our benefits click here:

for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

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