The Reporting Analyst will serve as the central source for all contact center reporting, assisting the Reporting Manager in developing business/trend analyses, data collection and integrity, report building/maintenance. This position will be responsible for assisting contact center management in utilizing contact center data, providing independent analysis and visual data representations, to drive key business decisions and provide detailed insights. The Reporting Analyst will develop a strong understanding of all business operations and procedures to support continued data application and development, along with analyzing effects of upcoming projects, process changes and decisions.
Constant input, development, and analysis of contact center data into an electronic database
Examine and evaluate purpose and content of business reports to develop new, or improve existing, uses of data
Review all reporting to determine basic characteristics, such as origin and flow, format, frequency, distribution, purpose, and function of all reporting
Execute deep analysis, using knowledge of workflow, operating practices, records retention schedules, and more to create actionable items for improvement
Maintain quality and consistency of data by scrubbing and reviewing for accuracy
Recommend establishment of new or modified reporting methods and procedures to improve report content and information.
Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.
Directly assist Reporting Manager, Director of Customer Service and management to ensure accuracy, understanding, and clear presentation of all reports and data used on daily basis.
Must have an associate's or bachelor's degree in business or other related field
2-4 years of data collection and analysis experience in a business or contact center environment required
Expertise in delivery technologies and data access, including metadata and data profiling
Highly proficient in Microsoft Excel, including pivot tables, vlookup, data connections, and more
Prefer knowledge of Oracle Service Cloud contact management system
Expertise with accounting and finance practices and principles
Ability to be creative, responsive, and adaptive in a dynamic team environment
Ability to work independently to research and implement new solutions and best practices
Strong interpersonal and communication skills (oral, written, presentation)