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 reportsCommunicate effectively during the development phase for tool / report implementation.Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementationMaintaining and updating trackers for ongoing programs & projectsAssisting in automating reports by designing macrosImplementation 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.Knowledge, Skill Set & Qualifications Required (External)
1-3 years of experience with data analysis and preparation, including experience with large data setsExperience in extracting data from CMS and other reporting platformStrong data analytics and creation of reportsExperience in automating task / reports that are manual to reduce cycle time and defects.Proficient user of Excel, SQL and understanding call center statistics a must.Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheetsExperience 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.Powered by JazzHR