JOB OBJECTIVES – Responsible for gathering data, analyzing data and preparing daily/monthly/weekly reports including disseminating information from various sources and systems.
§ Run and compile daily, weekly and monthly reports on contact center performance for multiple sites.
§ Gather data from multiple sources/systems to compile weekly and monthly agent productivity reports/report cards, including sales statistics for incentive payouts.
§ Provide monthly supervisor report cards to contact center managers.
§ Introduce and develop reports to provide insight and knowledge to contact center managers.
§ Analyze and report on data trends, changes and anomalies.
§ Maintain and organize data in a logical way for easy access.
§ Provide adhoc reporting as needed to support the objectives of the Contact Centers.
§ Work in collaboration with the Workforce Management Specialist to develop and maintain a dashboard for common reporting and contact center KPIs.
§ Provide backup to Workforce Management Specialist on real-time adherence, attendance and scheduling.
§ Uses knowledge of business objectives, strategies, and needs to identify opportunities where data can be leveraged to achieve the desired business benefits.
§ Has an understanding of current data context, processes and availability, and how current data processes and existing data can be leveraged to achieve the desired benefits.
§ Prepares and analyzes data. This can include: locating, profiling, cleansing, extracting, mapping, importing, transforming, validating or modeling.
§ Utilizes query, data exploration and transformation, basic statistical methods and visualization techniques to create business insights or improve data quality.
§ Performs validation and testing to confirm the accuracy of datasets.
§ Interprets results of analyses, identifies trends and issues, and develops recommendations to support business objectives.
§ Communicates complex information so that it is easy to understand and influences other to take action based on the useful information provided
Advanced Level Microsoft Excel Skills, including but not limited to:
EDUCATION and/or EXPERIENCE: