Senior Vietnamese Call Center Jobs in Springfield, OR

PenFed is hiring a (Hybrid) Sr Business Intelligence Analyst, Operations at our San Antonio, Texas; Eugene, Oregon; Omaha, Nebraska or Tysons, Virginia location.  The primary purpose of this position is to collect, analyze, and derive insights from Operations data across various platforms (CRM system, call center platform, various data environments, etc.), translating those insights into value-add KPIs, dashboards, and reports. The new hire will also support the modernization & development of analytical reporting solutions and drive the adaptation of the existing capabilities. The incumbent writes efficient and optimized queries, develops prototypes, and delivers reports to help decision makers. This role will help the business understand how members interact with PenFed as their financial institution, interact with their financial products, what drives member behavior, and how data can support decision making.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. 

• Work with the business and departments to gather complex and unique business requirements, and translate this into data and reporting needs
• Applies various types of data visualizations to interpret findings and develop recommendations
• Create written reports, presentations, and visuals that effectively summarize findings and support recommendations.
• Work with business leadership to identify potential areas of analysis and strategic direction.
• Develop and maintain reporting for all Contact Center, Financial Center and Service & Support or Enterprise Document Management, sales and volume metrics.
• Assist in daily/weekly/monthly/annual individual and unit performance management reporting as well as scorecard creation.
• Monitor, track and report trends and their impact on business objectives.
• Design, develop and maintain reports, ad hoc queries and analytical tools.
• Collaborate with business intelligence and data scientists in other divisions / departments within the organization to pursue shared goals and deepen understanding.
• Have/develop a comprehensive and deep understanding of the data we maintain, foster learning with colleagues using analytical tools and applications to broaden data accessibility, advance our proficiency/efficiency in understanding and using the data appropriately.
• Understand the business needs of cross-functional stakeholders, ideate, and make recommendations for appropriate reports and analyses.
• The incumbent will mentor/train junior level analysts.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in Business, Data Science, Computer Science or a related field is required. 
• Strong/Advanced knowledge in a programming/querying language (e.g., SQL).
• Minimum of 5 (five) years of experience in a data warehouse/cloud-based data environment.
• Minimum of 5 (five) years of Financial Services experience (Banking/Credit Union preferred)
• Demonstrated data, data governance, and analytics expertise.
• Advanced proficiency in Business Intelligence platforms and data visualization tools (e.g., Tableau, PowerBI).
• Advanced experience with collecting business requirements and translating those into reporting/insights.
• Experience with data integration and ETL tools required.
• Experience using Python or other analytics languages required.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will not supervise employees

Licenses and Certifications

There are no additional certifications required.
 

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call may be required.

Pay Transparency 
The anticipated starting salary range for this role is $69,000.00 - $129,862.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

#LI-Hybrid

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in Business, Data Science, Computer Science or a related field is required. 
• Strong/Advanced knowledge in a programming/querying language (e.g., SQL).
• Minimum of 5 (five) years of experience in a data warehouse/cloud-based data environment.
• Minimum of 5 (five) years of Financial Services experience (Banking/Credit Union preferred)
• Demonstrated data, data governance, and analytics expertise.
• Advanced proficiency in Business Intelligence platforms and data visualization tools (e.g., Tableau, PowerBI).
• Advanced experience with collecting business requirements and translating those into reporting/insights.
• Experience with data integration and ETL tools required.
• Experience using Python or other analytics languages required.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will not supervise employees

Licenses and Certifications

There are no additional certifications required.
 

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call may be required.

Pay Transparency 
The anticipated starting salary range for this role is $69,000.00 - $129,862.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

#LI-Hybrid