Customer Care Reporting & Analytics Analyst

About the Role

The Reporting Analyst within the Mopar Customer Care team is responsible for data analysis and report generation on data collected by the Customer Care team. The Reporting & Analytics team analyzes data from customer touchpoints to generate insights that drive a positive ownership experience. This role monitors operational goal performance, performs data analytics, predictive modeling, and telephony analytics, and develops reporting automation to enhance efficiency.

Responsibilities

• Genesys telephony analysis and reporting (real-time, historical, IVR deflection analysis, etc.)
• Develop reporting automation to improve efficiency
• Provide input for CRM development to support contact reason identification, reporting capabilities, and future analytics
• Develop and maintain operational dashboards and reporting tools for Customer Care and contact center vendor management
• Analyze customer information and contact drivers to support issue resolution and future feature/service development
• Provide reporting to manage the effectiveness of customer-facing knowledge and self-service strategies
• Identify trends in data and develop solutions for ad hoc issues
• Drive reporting automation and AI adaptation
• Develop KPIs (benchmarking, target setting, etc.)
• Communicate with stakeholders (Connected Services, Critical Customer Management, Contact Center Operations) to meet data needs
• Prepare and deliver presentation materials for KPI performance and related topics in high-level meetings
• Identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects

Requirements

• Bachelor’s Degree in Business Administration, Data Analytics, Decision Science/Statistics, or a related field
• Minimum 1 year of experience
• Goal-oriented and self-directed
• Able to prioritize and manage time to deliver business requests in a timely manner
• Experience creating executive-level presentations for monthly performance and Voice of Customer reporting
• Experience using Salesforce for database creation, modification, and report build-outs
• Demonstrated enthusiasm and ability to drive change
• Strong verbal and written communication skills
• Proficient in Microsoft Business Suite (Excel, PowerPoint)

Preferred Qualifications

• Master’s degree in a related area of study
• Knowledge of Genesys platform and reporting tools (Pure Insights)
• Knowledge of Salesforce and Salesforce reporting tools
• Demonstrated ability to learn and be proficient with new software applications
• Automotive or call center KPIs knowledge

Benefits

• Comprehensive Health & Well-being Coverage: Medical, dental, vision, and prescription drug coverage from day one, plus an Employee Assistance Program (EAP) for personal and professional support.
• Family Building Benefits: Support for fertility and infertility treatments, adoption services, and gestational surrogacy.
• Generous Paid Time Off: 17+ paid holidays (including a year-end shut-down from December 24th through New Year’s Day), vacation, float & wellbeing days, sick time, and fully paid parental leave.
• Competitive Retirement Savings Plans: Employer match on 401k, Roth, and Catch-Up contributions, plus an employer contribution regardless of employee contributions.
• Income Protection & Insurance Options: Employer-provided and voluntary plans, including life insurance, group accident, and critical illness coverage.
• Company Vehicle Lease Program: Eligible employees and their families can lease Stellantis vehicles with insurance, maintenance, and unlimited miles included, plus exclusive discounts on Stellantis products.
• Support for Growth and Giving Back: Tuition reimbursement, student loan refinancing programs, and 18 paid volunteer hours annually.