Director of Global Business Intelligence and Reporting

We are seeking a Director of Global Business Intelligence and Reporting in support of our contact center. You will be accountable for establishing and maintaining contact center reporting infrastructure and dashboard reporting for multiple key performance indicators. They will facilitate organizational data strategies for governance, design, implementation, integration and usage. They also are responsible for leading the design and maintenance of business intelligence applications. They will be expected to collaborate on and develop strategies to improve contact center efficiencies. In addition, they will lead a team of analysts in support of these goals.

Responsibilities

  • Establish and maintain user-friendly, self-service dashboards that report on key performance indicators that enable the user to drill down to multiple organization levels and locations.
  • Develop and maintain trending reports which show change in key performance indicators over time. Identify and evaluate business changes and their impact on trends.
  • Craft and maintain agent dashboards which enable real time reporting of agent performance across key measures of success.
  • Established and maintains structure for data governance.
  • Continually evaluates current reporting tools and functionality preparing business cases as appropriate for more robust tools.
  • Analyzes financial and operational data/performance metrics, communicates findings and risks, and makes suggestions to improve processes.
  • Leading the reporting and analytics platform(s) to ensure that scheduled jobs are successfully run and analytics data aligns to timeliness / completeness requirements.
  • Working with database administrators to ensure that databases feeding the reporting platforms are tuned for optimal performance.
  • Leading end-user access to reporting tools
  • Trains, supervises, and develops business intelligence and reporting staff. Runs the day-to-day performance of the BI/reporting team and develops skills of team

Minimum Requirements

  • 5+ years running a BI/reporting team in a multi-site contact center environment
  • 5+ years of direct experience building contact center dashboards
  • 5+ years of direct experience crafting agent and supervisor level scorecards
  • 3+ years experience in integrating CRM and WFM systems with BI tools
  • 3+ years experience communicating large amounts of complex data in a clear and concise format at an executive leadership level
  • Authority level understanding of databases such as MS SQL Server, Oracle, MySQL etc.
  • Authority level SQL skills
  • Bachelor’s degree in an analytical or technical field

Preferred skills

  • 10+ years leading a BI/reporting team in a multi-site contact center environment
  • 10+ years of direct experience building contact center dashboards
  • 10+ years of direct experience crafting agent and supervisor level scorecards
  • 5+ years experience with integrating CRM tools
  • 5+ years experience integrating WFM tools Aspect or IEX
  • 7+ years experience communicating large amounts of complex data in a clear and concise format at an executive leadership level
  • Masters degree in an analytical or technical field
  • Authority level skills with Tableau or Power BI
  • Understanding of data warehousing, data modeling and ETL concepts; familiarity with Big Data or 1010 data and Hadoop

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro (HomeKit-enabled), Ring Stick Up Cam and the new Ring Floodlight Cam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visit www.ring.com. With Ring, you're always home.

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