Job Description

Day-to-day responsibilities:

• Develop and distribute Contact Center reporting.
• Modify, revise, and update scorecards, dashboards, and other reports
• Responsible for data integrity, and accuracy of all reporting requirements.
• Works with Operation, Business Support team to create or modify current reporting.
• Analyzes data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics

Qualifications:

• 1-3 years of experience in the same capacity.
• 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
• Experience in developing dashboards, and understandable reports and useful visualization.
• Has intensive experience in creating reports using Power BI and Looker Data Studio.
• Flexible schedule and excellent attendance record
• Should be amenable to working on different schedules (i.e. Day Shift, Mid Shift, Night Shift)

Qualification Required

• College Graduate