Reporting Analyst

Location: Avante Teleadvance- ATA2997
ID name: 13086
# of openings: 1

Description

General Function: The Reporting Analyst will have overall responsibility for a variety of daily, weekly, monthly and ad hoc reporting tasks and basic analysis. The position will generate and distribute financial, operational and statistical data, and performance reports as assigned by management staff. The Reporting Analyst will be responsible for the overall business process, approach, and discipline to management reporting and analysis within the contact center.

Duties & Responsibilities:
- Define, create, automate, and maintain operational contact center reports and dashboards using various software packages (Business Intelligence, Excel, Access and SQL Server Reporting Services)

- Forecast daily approved applications, transaction volume and gross fees based on financial plans for each period Design layout of reports and determine the best way to present data to end users

- Produce business reports and executive-level presentations Produce ad hoc reports and queries at the request of management staff to identify
opportunities to improve operational efficiencies
 
- Manage multiple reporting development projects at one time 
 
- Create and maintain employee scorecards, monthly reviews, agent scheduling and staffing models, daily agent productivity reports, inbound queue reports, campaign performance reports
 
- Compile audit reports for Quality Assurance and Corporate Compliance teams

Report Distribution and Maintenance
- Ensure timely and accurate generation of all assigned contact center reports
 
- Organize and archive historical reports to make them easily accessible to users
 
- Streamline and automate processes and reports
 
- Resolve data integrity issues
 
- Provide training to end users on established reports
 
- Distribute monthly scorecards, incentive reports and quality assurance reports to management staff to be covered with associates
 
- Maintain user access levels for reporting databases

 

Skills Description

Supervisory Responsibilities:
- Does not supervise other employees

Minimum Knowledge, Skills and Abilities Required:
- Bachelors degree or equivalent experience (Preferred, but not required)
- 1 to 3 years experience working as a reporting analyst in a contact center environment Advanced technical skills required, including MS Office, Access, Excel, PowerPoint, Business Intelligence and SQL Ability to work independently with minimal supervision -Knowledge of contact center operations

Working Conditions:
• Normal office environment
• Extending viewing of computer screens
• Travel Requirement (0% of time)
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be
made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Associates may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.


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