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Senior Reports Analyst (Long Island City, NY or MetLife HUB)

Date Posted: Nov 30, 2017

Location: Long Island City, NY, US, 11101

Company: MetLife

Location: Long Island City, NY or any other MetLife location


Job Summary: 

This role resides in the Global Customer Solutionr (GCS) within MetLife Global Technology and Operations (GTO).  GCS acts as the principal contact center for MetLife within the U.S.  The successful candidate will work as part of the Business Process Engineering team (BPE). The BPE is responsible for the development of business process solution to drive operating efficiency and enhanced customer experiences.

 

Functional Responsibilities:

  • Provides detailed and complex data analysis and trending and provides recommendations to management. 
  • Provides complex data analysis and trending and provides observations and recommendations for review by management. 
  • Consults with business partners to determine data reporting, analysis, and timing needs for current and future planning.  
  • Develops and implements reporting deliverables and timeline for each assigned case.  Runs complex ad hoc reports on schedule and provides data analysis prior to delivery to business management. 
  • Leads project teams responsible for overseeing improvements to data collection, output, reporting, analysis, and/or presentation. 
  • Researches requests and downloads data in order to prepare exhibits, summaries, presentations, and/or reports for use by business management. 
  • Manipulates data using spreadsheet or database applications taking into account technical knowledge of operations, reporting formats, and objectives of data analysis. 
  • Investigates and corrects discrepancies. 
  • Maintains databases, ensures integrity of data, and remains current on applicable business functions and technology tools. 
  • Performs other duties as assigned or required.

 

Supervisory Responsibilities: 

  • None

 

Job Requirements/Qualifications:

  • Bachelor’s degree in related field or equivalent experience
  • 6+ years of business related experience such as data analysis/call center/reporting

 

Preferred Key Competencies, Qualifications and Skills:

  • Experience and understanding of call center operations.
  • Strong understanding of relational databases, dimensional Databases and SQL.
  • Strong understanding of call center reporting metrics is a strong plus and Work Force Management knowledge.
  • Experience/knowledge of Avaya IQ reporting tool.
  • ETL experience/knowledge
  • Scripting experience (VBA, VBScript, or any .NET language)
  • Experience/knowledge of Cognos and Cognos Report Builder

 

Travel

5%-10%

 

Business Category

Operations

 

Number of Openings

1

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 

 

 

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Nearest Secondary Market: New York City