Clark | Reporting Analyst I - WFM

Position Summary:

The incumbent must be detail-oriented with a strong focus on accuracy and timeliness. The role requires extensive experience in data analysis and an innovative focus on developing reports for all contact centers. Incumbent supports the daily operations performance of the contact center team. This includes the analysis and review of the day-to-day service performance, as well as overall client, contact center and associate performance reporting.

• Collects and extracts data from the systems (Client or Internal) and organizes the data structure.
• Creates and designs the reports templates and visuals for leadership and customers.
• Ensures that all the report formats and links are kept up to date.
• Sends reports periodically and punctually without any error.
• Analyzes any generated report, to give associated alerts.
• Conducts deep dive analysis on any serious deviation on the KPI’s, with the Operations department Accurately analyze and collect data for various types of business reports
• Create business reports that provide insight into key data points and communicate the results of data analysis in written and verbal form to managers
• Maintain existing reporting database tools through current knowledge of programs and tools and processing report requests
• Provide requested reports with the required data elements for team and other departments as needed
• Reconcile and validate data to ensure high integrity reporting, conduct system and reporting audits to ensure high integrity reporting and report deliverables’ timeliness, accuracy and efficiency
• Develop new reporting applications and/or enhance reports and dashboards to meet business demands for both ad-hoc or ongoing needs
• Review and evaluate daily service level and prepare performance report for client and internal management team.
• Determine reporting opportunities to streamline manual processes and develop or implement automated procedures
• Update performance results on display in each site.
• Develop and distribute monthly performance recognition to Operations Managers and Supervisors (High 5, CSAT, etc.)
• Individually creates solutions and automated templates using interactive techs and solution in conjunction with Advanced Excel, VBA, SQL, PowerBI and other available technology
• Innovate in-house center of excellence and contribute in the global level development projects.
• Ensure the timely and accurate generation of all internal and external reporting including consistency and standardization amongst the various types of reports and databases
• Update and send daily productivity reports to sites
• Send updated weekly headcount to the client
• Gather and maintain data from internal and external sources and develop database to generate fast results through queries and commands
• Create and maintain technical documentation for various systems, services and business processes including databases and reporting procedures
• Maintain knowledge of functional area and company policies and procedures
• Adapt to changing requirements in business need and anticipate needed input and assistance by maintaining understanding of changing management objectives
• Knowledge, understanding, and compliance with applicable Federal and local laws and regulations relating to job duties

Job Requirements:

• 2-4 years’ experience in related field is required
• Bachelor’s degree in Computers, Business, Finance, Management or a related field or equivalent work experience.
• Possess knowledge MS-Office, Excel(Intermediate to advanced) and SQL, Power BI, Database, VBA (Basic)
• Tech-savvy and explorer for process automation, digital transformation, robotics, AI and Machine learning
• Basic knowledge with SQL and other RDBMS along with data visualization techniques and tools
• Theoretical knowledge with Trainable skills on .net/JS /vba/scripting is an added advantage
• Strong organization and time management skills.
• Proven ability to manage processes and technology, including MS Office products.
• Superior written and verbal communication skills.
• Must have strong technical and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
• Understanding of MS Excel and advanced logical formulae, including data check, logical statements, and mathematical calculations
• Exhibit strong attention to detail
• Ability to exercise independent judgment discretion
• Must be willing to work on shifting schedule  
• Must be willing to work on holidays and weekends