Position Summary: The incumbent must be detail-oriented with a strong focus on accuracy and timeliness. The role requires extensive experience in data analysis and an innovative focus on developing reports for all contact centers. Incumbent supports the daily operations performance of the contact center team. This includes the analysis and review of the day-to-day service performance, as well as overall client, contact center and associate performance reporting.
Collects and extracts data from the systems (Client or Internal) and organizes the data structure.
Creates and designs the reports templates and visuals for leadership and customers.
Ensures that all the report formats and links are kept up to date.
Sends reports periodically and punctually without any error.
Analyzes any generated report, to give associated alerts.
Create business reports that provide insight into key data points and communicate the results of data analysis in written and verbal form to managers
Maintain existing reporting database tools through current knowledge of programs and tools and processing report requests
Provide requested reports with the required data elements for team and other departments as needed
Reconcile and validate data to ensure high integrity reporting, conduct system and reporting audits to ensure high integrity reporting and report deliverables' timeliness, accuracy and efficiency
Review and evaluate daily service level and prepare performance report for client and internal management team.
Ensure the timely and accurate generation of all internal and external reporting including consistency and standardization amongst the various types of reports and databases
Update and send daily productivity reports to sites
Send updated weekly headcount to the client
Gather and maintain data from internal and external sources and develop database to generate fast results through queries and commands
Create and maintain notes & documentation for various systems, services and business processes including databases and reporting procedures
Maintain knowledge of functional area and company policies and procedures
Adapt to changing requirements in business need and anticipate needed input and assistance by maintaining understanding of changing management objectives
Knowledge, understanding, and compliance with applicable Federal and local laws and regulations relating to job duties
Job Requirements:
1-2 years' experience in related field is required
Bachelor's degree in Computers, Business, Finance, Management or a related field or equivalent work experience.
Possess knowledge MS-Office, Excel(Intermediate to advanced) and SQL, Power BI, Database, VBA (Basic) will be an advantage
Tech-savvy and explorer for process automation, digital transformation, robotics, AI and Machine learning
Theoretical knowledge with Trainable skills on Power BI, Excel VBA , .net/JS /vba/scripting is an added advantage
Strong organization and time management skills.
Proven ability to manage processes and technology, including MS Office products.
Superior written and verbal communication skills.
Must have strong technical and process improvement skills.
General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
Understanding of MS Excel and advanced logical formulae, including data check, logical statements, and mathematical calculations
Exhibit strong attention to detail
Ability to exercise independent judgment discretion
Must be willing to work on shifting schedule
Must be willing to work on holidays and weekends
