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.

Knowledge, Skill Set & Qualifications Required (External)

● 1-3 years of experience with data analysis and preparation, including experience with large data sets
● Experience in extracting data from CMS and other reporting platform
● Strong data analytics and creation of reports
● Experience 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 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.