Reporting Analyst

Job Summary

Develops business performance reports and analysis that support key decision-making, driving improvement in the customers experience and customer contact center.

Job Responsibilities

• Analyzes and manages all reporting requirements as related to the contact centers productivity to support both tactical and strategic decisions within the call center. Develops reports that accurately report on call center performance such as call volume/patterns, service levels, abandon rates, case creation, complaints, email handling etc. Determines data collection techniques, sampling specifications, and statistical evaluation procedures for information gathering.
• Accurately identifies reports and interprets trends. Based on findings, prepares and communicates results and recommendations to various levels of senior management. Ensures accuracy of all reported data by continually reviewing and analyzing current sources, processes, and systems functions. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
• Uses statistical methodologies to describe and model behaviors, predictive modeling for retention, call volumes, and performance measures. Serves as a subject matter expert on call center performance metrics analysis, design, development, and the implementation of queries, contact center reports and dashboards.
• Creates and maintains all departmental databases, spreadsheets, and other tracking mechanisms. Continually reviews and analyzes data maintenance processes to enhance data integrity.
• Maintains a reporting schedule and documentation of reporting procedures. Generates and maintains control documentation of reporting procedures to ensure data integrity and efficiency. Assesses, prioritizes, and communicates future reporting needs, functions, and strategies. Investigates and troubleshoots reporting issues and problems.
• Collaborates with other internal departments such as and IT to initiate/implement improvements and efficiencies and to determine reporting needs.
• Creates and maintains tools that will automate reporting. Establishes reporting standards and criteria and maintains data and reporting integrity.
• Defines and develops requirements for reporting to all levels within the management structure, provides and explains guidelines for calculations for metrics and/or analysis.
• Serves as a technical resource to the department in regards to reporting functionality and applications.
• Performs ad hoc duties in accordance to business needs.

Basic Qualifications
  • Bachelor's degree OR a High School Diploma / GED and at least 3 years of experience in reporting and/or analysis.
  • Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
  • Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
  • Experience identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience with MS Office Suite.
  • Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
  • Willing to travel up to 5% of the time for business purposes (within state and out of state).


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