Requirements & Qualifications:
Advanced experience with Excel
Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
Develop, manage, evaluate, and evolve a suite of reports & dashboards and other executive reporting through excel or other reporting tools
Drive process improvements and reporting simplification
Partner with Business teams to understand their analytics needs and look for opportunities to enhance our product offering
Perform ad hoc analyses and special projects as assigned
Maintain efficient QA processes to ensure the accuracy and quality of data
Ability to independently develop processes and deliverables from general direction
Highly conceptual thinker that excels at thinking outside-the-box
Ability to function in a high volume, multi-project, and sometimes ambiguous environment
Excellent organizational and planning skills
Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
Ability to work within teams to accomplish goals
PowerPoint presentation development
Excellent presentation skills
Duties & Responsibilities:
Creation and maintenance of reports, dashboards and presentations related to contact center KPIs and operations
Analyzes call center key performance indicators (KPIs) and creatively generates reports by anticipating customer needs.
Builds models using data visualization tools to provide root cause analysis as well as tools to help drive business decisions and insights on data to improve work efficiency
Gathers reporting requirements and produces custom reports and dashboards as needed by internal teams as well as clients
Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvement
Solid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.
Expert in translating metrics and reporting concepts to all levels of the organization.
Perform other duties as assigned
