Workforce Systems - Reporting Analyst

November 19

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10,000+ employees

Founded 1999

💰 $20M Series F on 2005-12

Description

• Responsible for Contact Center application systems and support aimed at improving operational efficiency • Gather data, recommend decisions for departmental improvement • Develop project plans, monitor milestones, resolve conflicts • Standardize tools and processes for operational efficiencies • Assist Management with day-to-day division management

Requirements

• Associates degree from an accredited institution or relevant work experience • GED or HS Diploma from an accredited institution • Experience in Microsoft Excel creating formulas, pivot tables, using macros, creating graphs and producing reports with large volume of data • Ability to gather business requirements, create, execute and control tools to improve the overall operational efficiency of a business • Working experience with call center computer software applications such as Microsoft Office, SAS, SQL, Salesforce, SharePoint, Verint Workforce Management, Desktop Process Analytics, Interactive Intelligence Administrator/Attendant or Crystal Reporting • Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation and technologies • Experience presenting reports, forecasts, trends and recommendations to the team and senior management in a clear, concise, and actionable manner • Ability to work effectively and meet deadlines in a rapidly changing environment, while handling multiple projects at a time whether individually or working with a team

Benefits

• Medical, dental and vision coverage • Incentive and recognition programs • Life insurance • 401k contributions