The Reporting Analyst will assist the Manager and Sr. Analyst in the development and execution of strategic and operations reporting, root cause analysis, deep dive analysis, and ad-hoc data requests for the Online Contact Centers and various business partners. Additionally, the Reporting Analyst will serve as a subject matter expert on reporting methodologies and presentation. The Analyst will help identify trends and isolate process improvement opportunities to increase operational efficiency.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
15%-Develop/Produce various performance reports using Access, Excel, Crystal reporting and SQL.
20%-Serves as a liaison to leadership team for reporting requests and data analytics.
15%-Works with call center leadership to create associate scorecards for agent performance reporting.
15%-Develops technical ability and proficiency in reporting and statistical analysis.
15%-Work with call center leadership to determine reporting needs.
20%-Work with call center leadership to determine reporting needs.
NATURE AND SCOPE
Typically reports to Reporting Manager.
This position has no direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Call Center and corporate level reporting
SQL or relational database experience, CMS, Crystal, Access & Excel Pivot Table experience desired
Knowledge, Skills, Abilities and Competencies:
Strong analytical reasoning skills
Strategic thinking with strong operational background in implementation new programs and change management
Strong Microsoft office skills, especially
Excel Ability to influence decision makers without direct authority
Project Management Skills