Report Specialist

US-AZ-Tempe
Job ID
2018-1767
Category
Corporate

Mission

JOB OBJECTIVES – Responsible for gathering data, analyzing data and preparing daily/monthly/weekly reports including disseminating information from various sources and systems.  

 

FUNCTIONS:

§  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

§   

Requirements

QUALIFICATIONS

Advanced Level Microsoft Excel Skills, including but not limited to:

  • Pivot Tables
  • Logical Functions, including- VLOOKUP, IF, AND, COUNTIF, etc.
  • Date & Time Functions
  • Charts & Graphs
  • Formatting
  • Must be a self-starter and able to work independently and accurately. 
  • Must have strong organizational skills and be detail oriented.

EDUCATION and/or EXPERIENCE: 

  • High school diploma or general education degree; and at least 6 months related experience and/or training; or equivalent combination of education and experience

 

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