Accenture posted a job you might be interested in July 23, 2014 at 11:48AM

Accenture



AEE Dalian Global CRM Reporting Analyst

Dalian, Liaoning, China, CN - Information Technology and Services



Job Description :



Schedule: Full-time

Job Summary



The CRM reporting analyst works with operations leads as part of global CRM analytics team to design, build, test and implement reporting solutions. This role ensures CRM reporting needs are fulfilled within established service level agreements, work as an important liaison with Service Management and Delivery Excellence COEs to drive CRM process improvement initiatives. This position also provides critical services in the tracking of CRM resource and budget data in support of the global operation management. This role also provides ancillary support to other capabilities within Global CRM.



Key Responsibilities



Report Delivery

• Identify and deliver reporting & analytical solutions aligned to business priorities while working closely with the CRM Lead and global CRM reporting lead


• Develop and manage reports on key operational measures within global CRM; ensure reports are produced accurately and timely and effectively distributed


• Field requests for ad hoc reports from all levels of AEE CRM and producing reports based on requirement input


• Provide consulting and troubleshooting support for report customers and/or users


• Communicating and collaborating effectively with staff of varying technical expertise


• Responsible for coordinating reporting requirements for CRM center transitions, new business, and infrastructure enhancements


• Work with Service Management and Delivery Excellence COEs to drive process improvement initiatives


• Assist in tracking of budget and resource metrics in support of global CRM operations management; create and maintain global CRM operational maps (role descriptions, hierarchies, etc.); participate in global standardization project


• Participate in project teams to implement new technologies related CRM center operations (workforce mgmt., quality monitoring, operational reporting)


• Recognizes and recommends operational improvements


• Continuously learn and improve service skills; be receptive and responsive to performance feedback; remain current on operational processes, policy and procedures

Qualification :



Relationships

• Supervises:


• 
  
  
  

N/A

• External Relationships:


• 
  
  
  

AEE global CRM reporting team





Qualifications

• Education:


• 
  
  
  

Undergraduate degree

• Work Experience:


• 
  
  
  

1 year experience

• Work Requirements:


• 
  
  
  

NA



Knowledge/Skills Requirements

• Thorough knowledge of call center operations and best practices


• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook; extensive experience with Visio is preferred; Hands-on skills in Microsoft BI products is a big plus


• Technical knowledge of CRM tools and technology (reporting software; contact management systems; ACD & PBX, etc.)


• Fluent in English, effective communication skills and strong team player


• Requires minimum one year industry related experience.

No salary provided



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