On-site Call Center Reports Analyst

Position Summary:

The incumbent must be detail-oriented with a strong focus on accuracy and timeliness. The role requires extensive experience in data analysis and an innovative focus on developing reports for all contact centers. Incumbent supports the daily operations performance of the contact center team. This includes the analysis and review of the day-to-day service performance, as well as overall client, contact center and associate performance reporting.

Overall Responsibilities:

· Maintain existing reporting database tools through current knowledge of programs and tools and processing report requests

· Provide requested reports with the required data elements for team and other departments as needed

· Reconcile and validate data to insure high integrity reporting

· Conduct system, database, and reporting audits to ensure high integrity reporting and report deliverables’ timeliness, accuracy and efficiency

· Develop new reporting applications and/or enhance reports and dashboards to meet business demands for both ad-hoc or ongoing needs

· Review and evaluate daily service level and prepare performance report for client and internal management team.

· Prepare Weekly, Monthly, and Quarterly Business Review PowerPoint presentations as required.

· Determine reporting opportunities to streamline manual processes and develop or implement automated procedures

· Incentive reporting to include overseeing daily reports and evaluating daily metric goal attainment and preparing performance report for client and internal management team

· Manage Active/Deleted Report and distribute daily.

· Create new system ID orders and for terminate IDs as required.

· Update performance results on display in each site.

· Develop and distribute monthly performance recognition to Operations Managers and Supervisors (High 5, CSAT, etc.)

· Prepare invoice reconciliation report weekly and monthly

· Coordinate all client system testing.

· Ensure the timely and accurate generation of all internal and external reporting including consistency and standardization amongst the various types of reports and databases

· Send weekly and monthly intraday reports to client

· Update and send daily productivity reports to sites

· Send updated weekly headcount to the client

· Control updates on headcount tracker / bank holidays / overtime / recruitment trackers etc

· Gather and maintain data from internal and external sources

· Create automated CSV file with the data from Aspect

· Create and maintain technical documentation for various systems, services and business processes including databases and reporting procedures

· Maintain knowledge of functional area and company policies and procedures

· Adapt to changing requirements in business need and anticipate needed input and assistance by maintaining understanding of changing management objectives

· Knowledge, understanding, and compliance with applicable Federal and local laws and regulations relating to job duties

Job Requirements:

· 2-4 years’ experience in related field is required

· Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.

· Experience in a leadership role in a large contact center setting.

· Strong organization and time management skills.

· Proven ability to manage processes and technology, including MS Office products.

· Superior written and verbal communication skills.

· Must have strong technical and process improvement skills.

· General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

· Understanding of MS Excel and advanced logical formulae, including data check, logical statements, and mathematical calculations

· Exhibit strong attention to detail

· Ability to exercise independent judgment discretion

· Strong knowledge and experience in utilizing Visual Basic Application (macro)

· Strong knowledge of and experience with reporting and analytics services (i.e. SSRS, Crystal Reports, Microsoft Power BI, Tableau), databases (i.e. Ms Access, SQL)

· Ability to exercise independent judgment discretion

· Must be willing to work on shifting schedule

· Must be willing to work on holidays and weekends

Accomodations will be made available for eligible job seekers

Tagged as: On-site Call Center Reports Analyst