Reporting
Analyst
Job
Summary: Imagine working for an exciting entrepreneurial company where
employees are committed to meeting big challenges and making a real difference.
That's Horizon. A leading Business Process Outsourcing Contact Centre where
people come to do great work.
Right
now, we are looking for talented individuals to join our winning team where you
will have a chance to innovate, grow and do what really matters.
Primary
Responsibilities
Primary
duties may include, but are not limited to:
- Design
and development of databases, spreadsheets, and reports as requested by
the managers
- Analysis
and reporting of data from electronic data sources
- Define
problems, independently conduct research as necessary, formulates
solutions, makes recommendations
- Undertakes
fact-finding and analysis; assists in the preparation of reports,
correspondence, visual presentations, and other materials.
- Oversees
and facilitates flow of information between and among operations,
departments and campaigns
- Ensures
that deadlines are monitored appropriately and informational reports are
received from relevant program managers in a timely manner.
- Prepare,
develop and analyze daily, weekly, monthly and quarterly reports and
presentations on Key Performance Indicators and other key statistical data
on the Service Center that will be presented to various management
groups.
- Consult
with management regarding trends and changes needed in the Service Center
to promote success.
- Lead
efforts designed to improve service levels within the organization by
ensuring the most efficient use of current technologies and resources.
- Serve
as a resource to Service Center Interns assisting with various data
collecting tasks.
- Analyze
raw data and develop written reports and summaries for various internal
and external sources.
Job Related Competencies:
- A
college diploma or Degree in information technology or computer
engineering preferred
- Must
have worked in a call center environment
- Knowledge
of contact center fundamentals
- General
knowledge of computerized data management and micro computing systems and
experience with word processing, spreadsheet, database, statistical, and
presentation software as well as other text, communications and relational
database software
- High
level proficiency using Excel (e.g. formulas, macros, pivot tables,
conditional formatting and linking).
- Proven
ability to work independently, cooperatively as a member of a team and to
coordinate efforts and collaborate with a variety of individuals
- Excellent
oral and written communication skills
- Demonstrated
advanced technical competence with MS Excel and MS PowerPoint
- Strong
communication and interpersonal skills
- Possess
solid business logic and analytical skills
- High
level of attention to detail and excellent follow-up skills
- Excellent
analytical abilities with the ability to evaluate information and identify
trends and key issues. Ability to prioritize and multitask in a fast pace
environment.
- Ability
to utilizes multiple systems and applications to complete assigned tasks
(i.e. including Avaya CMS, Avaya Aura and IEX Workforce Management
applications).
- Ability
to create easy to understand dynamic charts, diagrams and graphs to
support findings.
- Intermediate
level proficiency using Microsoft Access, Word, PowerPoint, and Outlook.
- Ability
to maintain a high degree of confidentiality; signed confidentiality
agreement required.
- Knowledge
and experience in Visual Basis and SQL a plus.
Qualified and Interested candidates to visit our website www.horizoncontactcenters.com
All applications should reach us by Friday 24th June 2016