About this position
The Responsibilities:
- Develop and distribute Contact Center reporting.
- Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
- Responsible for data integrity, accuracy of all reporting requirements.
- Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
- Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
- Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights.
- End to End lifecycle management and maintenance of Dashboards and reports
- Communicate effectively during the development phase for tool / report implementation.
- Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation
- Maintaining and updating trackers for ongoing programs & projects
- Assisting in automating reports by designing macros
- Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
- Improve the data availability by being the liaison between cross functional teams.
- Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.
- Leverage data and information structure to ensure - single source of information.
Knowledge, Skill Set & Qualifications Required (External)
- 1-3 years of experience with data analysis and preparation, including experience with large data sets
- Experience in extracting data from CMS and other reporting platform
- Strong data analytics and creation of reports
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel, SQL and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets
- Experience in developing dashboards and understandable reports and useful visualization.
- Strong business and collaboration skills and responsiveness to service needs and operational demands.
- Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
- Advanced Excel covering Power pivots and Macros.
- SQL Query for troubleshooting data.
- Ability to tell a story with data and drive data literacy.
- Ability to build good relationships and work cross-functionally.
- High-functioning communications skills (both verbal and written); ability to interface with senior leadership.
- Creative/Innovative thinking
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
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