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.
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) Powered by JazzHR
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