Duties & Responsibilities:

·        Work collaboratively with the leadership team to understand goals and objectives related to the user experience needs as well as opportunities for process improvement and efficiencies.

·        Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information.

·        Confers with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements.

·        Examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control: Reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.

·        Provides daily, weekly, and monthly reports to appropriate channels and recipients.

·        Integrates data generated internally and from external clients to create reports based on the needs of the business.

·        Collects and consolidates data for business use using Excel spreadsheets and other available reporting technologies.

·        Provides immediate feedback or updates to the management team as to the organization’s performance.

·        Audits reports and uses available resources to confirm accuracy.

·        Identifies and resolves reporting issues proactively and immediately informs the direct supervisor and stakeholders for any hot issues.

·        Completes other duties and projects as required.

·        Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

·        Perform other duties as assigned by management.

 

Knowledge, Skills, Abilities & Other Characteristics:

·         Ability to read, write, and speak English. 

·         Ability to analyze and interpret moderately complex data using workforce management software. 

·         Ability to work with peers and other teams to achieve performance goals and objectives. 

·         Proficient personal computer skills including Microsoft Office.

·         Ability to communicate effectively with all levels of management and company personnel.

·         Ability to prioritize and organize work in a multitasked environment.

·         Ability to make decisions and solve problems under pressure.

·         Ability to perform in a fast-paced and dynamic work environment.

·         Ability to maintain the highest level of confidentiality and professionalism.

 

 

Education & Experience:

·         High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.

·         2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.

·         Prior experience with Verint, EWFM, Aspect, Genesys and IEX preferred.