Customer Care Service To Sales Mis/reporting Manager
JPMorgan Chase (Columbus, Ohio)

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The Customer Care Service to Sales MIS/Reporting Manager will provide reporting and analysis on all key aspects of Call Center sales performance including volume trends by product, fee income and revenue results, and employee performance.  This position provides tracking, reporting and analysis for all sales-related activities completed within the Call Center. This function is responsible for metrics tracking, performance reporting, and performance analysis for all sales and fee services activities within the Call Center which currently include retention efforts, direct check transactions, Credit Card sales, and other product sales (Home Equity, insurance products, etc.).  This position is also responsible for administering the employee incentive program within the Call Center which entails maintenance of employee scorecard metrics, goals and rating scales.   This function completes daily/weekly/monthly reporting in terms of offer rates, save rates, booked volumes, and fee transaction volumes.  As the need arises, this individual must also be able to develop ad hoc reports to support any new sales initiatives within the Call Center.  This function must understand business needs, diagnose performance issues, and develop effective recommendations for improvement.   This function must be able to partner with all levels of management and coordinate/influence the efforts of others.  Key Clients supported: Chase Home Finance STS and Retention Management Team Chase Home Finance Call Center Management Team Chase Home Finance Servicing Management Team  This function is solely responsible for publishing the following:Customer Service Revenue Deck - distributed monthly to the Customer Service management team and members of the CHF Servicing management team. Monthly Business Review – responsible for providing Call Center performance and commentary as it pertains to all sales efforts Product offer rates for by agent/team/site/manager Retention statistics – retention call volume, retention eligibility, save rates, reason for p/o, rate differentials, total retained accounts, etc. Additionally this function is responsible for conducting time/motion studies on a recurring basis to determine standard times (AHT) for both cross-selling each type of product. Must have experience with the retail finance industry, executive reporting and analyses, team leading, marketing campaign and portfolio analyses, communicating with senior management; extensive experience with data mining and business intelligence tools. Bachelor’s Degree required with 5 years of relevant experience with business analysis, data mining, reporting, and/or operations research. Strong business analysis skills including forecasting, statistical process control and mathematical modeling. Management/supervisory experience Development and data mining experience with Oracle Expertise in complex Relational Database Design and Web Applications Extensive experience processing and analyzing large datasets Demonstrated ability to analyze data within limited timeframes, recommend alternatives and potential solutions Excellent verbal and written communication skills, especially in articulating performance against objectives and opportunities to improve that performance Ability to interact with all levels of management, demonstrating professionalism and confidentiality at all times Ability to work independently with demonstrated initiative to learn without formal training; self-starter with the willingness to assume additional responsibility Ability to multi-task and work well under pressure and tight deadlines Above average flexibility to adjust work hours in response to business need Some travel may be required