Consumer Affairs Data Analyst

Consumer Affairs Data Analyst, Easton, PA

GENERAL SUMMARY:

This position involves managing the knowledge management application within Emplifi, which serves as the foundation for all knowledge content used by internal agents and is configured for BOT use, maintaining the contents for both internal and public-facing assistance. Responsibilities include developing comprehensive reports, utilizing PowerBI, and configuring data to enhance organizational efficiency. The analyst will also be responsible for interpreting data trends and patterns to provide actionable insights that inform strategic decisions. The role also involves building and maintaining the dynamic web form interface for collecting consumer information, ensuring seamless integration with the Emplifi Agent application.

Additionally, the position provides leadership on new project integrations with Emplifi, maintaining close collaboration to ensure successful implementation. Responsibilities include overseeing the learning management system, providing essential training for internal teams, partner vendors (Callzilla), and international partners.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Configure and maintain data within the Emplifi knowledge management application.
• Support the Systems Manager in developing reports and dashboards using PowerBI.
• Build and maintain dynamic web forms for collecting and mapping consumer information to the Emplifi Agent application.
• Collaborate with Emplifi on new project integrations and system enhancements.
• Serve as the backup support for contact center systems and applications, ensuring continuity of operations.
• Maintain the learning management system for training internal teams, partner vendors, and international partners.
• Ensure the knowledge management application is optimized for both internal agent use and future BOT integration.
• Analyze structured and unstructured data to identify trends, patterns, and anomalies that can inform business strategies and improve operational performance.
• Translate complex data findings into clear, concise insights and recommendations for stakeholders across departments.
• Monitor and ensure data integrity and compliance with data privacy regulations.

JOB SPECIFICATIONS:

• Education: Bachelor's degree in Information Technology, Data Management, Business Administration, or a related field.
• Experience: Minimum of 3 years of experience in knowledge management, data configuration, or a related role, preferably within a consumer affairs or call center environment.
• Skills:
  
  
  
  • Proficiency in Emplifi products and PowerBI.
  • Strong analytical and problem-solving skills.
  • Ability to derive insights from data and communicate them effectively.
  • Experience with data storytelling and visualization techniques.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple projects and priorities.
  • Knowledge of data privacy and security regulations.
  
  
  
  

PHYSICAL CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

WHY CRAYOLA?

• Kid Inspired Culture
• Free Admission to Crayola Experience for Employees
• Community Volunteerism Opportunities
• Annual Bonus Potential for all Full-Time Employees
• Company Matched 401k & Employee Value Sharing Plan
• Comprehensive Healthcare Benefits for Eligible Employees
• Education Assistance Program
• Wellness Programs
• Employee Resource Groups
• Generous Product Discounts Onsite & Online
• Company Sponsored Employee Events
• Discounts on a wide variety of products and services - automotive, electronics, fitness, travel and entertainment

Green is our favorite color! Crayola cares about the environment and responsibly makes the products you love. Learn more about Crayola's creative solutions for greener tomorrows: https://www.crayola.com/about-us/sustainability

We offer competitive salary, outstanding benefits and the potential for advancement through the use of creative abilities. No phone calls please.

Search Firm Representatives - Please Read Carefully:
Crayola LLC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at Crayola LLC via e-mail, the Internet, or directly to hiring managers at Crayola LLC in any form without valid written search agreement in place for that position will be deemed the sole property of Crayola LLC, and no fee will be paid in the event the candidate is hired by Crayola LLC as a result of the referral or through other means.

Search firms are essential to the recruitment and staffing efforts at Crayola LLC, and we value the partnerships we have built with our vendors. For this reason, Crayola LLC has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by Human Resources at Crayola LLC in place for the specific position in order for a fee to be paid for any candidate referrals.