Customer Care Reporting & Analytics Analyst

Within the Mopar Customer Care team, the Reporting Analyst is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes data collected from customer touchpoints and generates insights to help drive a positive ownership experience. The role is tasked with monitoring performance of operational goals. It is also responsible for data analytics, predictive modeling, telephony analytics and development of reporting automation to drive efficiency. This role will be responsible for communicating with various stakeholders, including Connected Services, Critical Customer Management and Contact Center Operations, to ensure that their data needs are met. This may also include preparing/delivering presentation materials for KPI performance and related topics for high level meetings. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The Reporting Analyst will focus on the following functions: Genesys telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.) Develop reporting automation to improve reporting efficiency Provide input for CRM development to support contact reason identification, reporting capabilities and future analytics Development and ongoing maintenance of operational dashboards and reporting tools for Customer Care and contact center vendor management Responsible for timely analysis of customer information and contact drivers to support issue resolution and provide input for future development of features and services Provide reporting to manage effectiveness of customer facing knowledge and self-service strategies Identify trends in data and develop solutions to ad hoc issues Reporting Automation and AI adaptation Development of KPIs (benchmarking, target setting, etc.) Our Benefits - Designed with You in Mind Comprehensive Health & Well-being Coverage From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected. Generous Paid Time Off We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most. Competitive Retirement Savings Plans We help you plan for the future with: An employer match on contributions to your 401k, Roth, and Catch-Up plans An employer contribution, even if you don’t contribute Income Protection & Insurance Options Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters. Company Vehicle Lease Program Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products. Family Building Benefit We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy. Support for Your Growth and Giving Back We believe in investing in your future and your passions: Tuition reimbursement Student loan refinancing programs 18 paid volunteer hours each year to make a difference in your community And so much more! When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work. #J-18808-Ljbffr Stellantis