Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.
We never stop working to find new, innovative ways to make that possible.
Qualifications
- Minimum 2 years direct Scheduling experience in fast-paced Contact Center environment
- Minimum 2 years’ experience with BI Reporting tools (Tableau / Qliksense / QuickSight)
- Must be an intermediate to expert user of various SQL flavors (PostgreSQL, Spark SQL, Trino SQL) with the ability to design and release ETLs
- Translate key performance indicators into actionable recommendations for senior leaders and Service Delivery partners
- Exceptional Storytelling skills to clearly articulate business impacts
- Ability to work in dynamic, ambiguous environment with tight deadlines and prioritize workloads
- Exceptional influencing and leadership skills required
Responsibilities
- Partner with technology teams on new initiatives, including launch of scheduling and staff management capabilities.
- Participate in new global projects and initiatives such as product, skill, and contact channel rollouts.
- Manage Intuit’s Domain Expert scheduling experience.
- Build and maintain systematic and ad-hoc reporting in both the Google Suite, as well as other enterprise applications such as Tableau, Qliksense, etc.
- Coordinate with Service Delivery, Partner Management, Talent Acquisition, and Finance teams to analyze historical data, provide insights, and deliver trend and gap analyses.
- Manage daily, weekly, and monthly reporting operational mechanisms of contact center performance via Key Performance Indicators.
- Support Service Delivery & Operational teams in optimizing staff utilization and occupancy.
- Lead global process standardization initiatives.
- Utilize existing and new technology and decision support tools, including global standardization of reporting for stakeholders.
- Investigate, validate, and triage potential systems issues affecting Domain Expert’s scheduling experience.
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