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.
Reporting to the MIS Manager,
call centre reporting analyst will provide reporting and database development
support to the business
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.
Interested and qualified candidates
should their applications to kenyaoperations@gmail.com clearly indicating the
position on the subject line.
All applications should reach
us by 5th October 2016
