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 tomorrow's 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. That's where Global Data Insight & Analytics makes 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.

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 tomorrow's transportation.

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.

What you'll 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.