Duties:

Responsible for capturing user requirements to develop or modify collaboration products that address complex business problems; participate in focus groups to obtain user feedback, identify themes, design user stories and wireframes; document new feature and enhancement requirements for various access related applications; supply data analysis and performance models to senior and executive management to support business decisions; prepare and deliver reports to both internal and external customers; work to better understand the inter-relationships between staffing, call arrival patterns and volumes, contact center, and corporate system wide performance objectives, and how they will be achieved using appropriate strategic plans; ensure data accuracy and validity derived from a variety of systems; perform data analysis using statistical techniques; prepare detailed specifications, wireframes, user stories, epics, and theme documentations; develop and execute comprehensive test and data validation plans to confirm product functionality; support the development of training plans and/or job aids as new enterprise features and functions are implemented; work with technology partners and peers to maintain appropriate knowledge base information as the collaboration solutions environment evolves and changes; provide a wide array of analytic support to multiple ongoing projects; prepare ongoing, ad hoc data modeling support for contact center management and present to executive management that supports the performance objectives of the contact center; utilize Simio, MS Access, Pivot tables/charts, Power View, VBA, Macros, Forecasting, Vlookup data modeling/analysis, Power BI, Tableau, SQL, Python, R and KNIME flow variables/configuration nodes to perform duties; supply technical systems administration for all Contact Center and Access Department applications; serve as liaison with the IT organization for all hardware/software fixes and/or upgrades for access technology related activities; provide content, validate and maintain the integrity of the department pages of the Henry Ford website; create, design, and coordinate all call reports and data models relative to contact center and Access department for the purpose of providing data analysis the entire Enterprise; provide data analysis results used as guidance to senior leaders for contact center strategic planning; and design and publish reporting templates that are used for dash boarding purposes to communicate contact center metrics throughout the enterprise.

Location: 3031 W. Grand Blvd., Suite 800, Detroit, Michigan, 48202;

Salary: $58,149 per year