Job Vacancy: Reporting
Analyst (MIS)
Job Summary: 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.
The Reporting Analyst will be reporting to
the MIS Manager, call centre reporting analyst will provide reporting and
database development support to the business
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.
Job
Vacancy: Real Time Analyst
Job
Summary: In a call center, responsible
for real-time and/or intraday management of resources to ensure the correct
number of agents at the right times are in their seats to answer an accurately
forecasted volume of incoming calls at the desired service level agreement.
Primary
duties may include, but are not limited to:
·
Responsible for monitoring and
reporting real time behaviors using adherence software and ACD real time
displays
·
Monitor key call center performance
metrics such as service level, ASA, occupancy, adherence, handle time, etc.
·
Provide real-time feedback to Work
Force Management (WFM) and Operations management on the status of the campaign
for quick problem solving and to maintain call traffic flow.
·
Required to change multiple agent
skills with quickness and precision to manage daily workflow, including new hire
set up, and reporting updates
·
Monitor same day and/or short term
non-phone related tasks to distribute and manage workload
·
Monitor timely retrieve and
accurately report all calls handled under duty phone management process.
Updating schedules to reflect change in staffing and reporting of attendance to
operations
·
Updates schedules to ensure WFM
system is able to provide statistical staffing requirements based upon current
staffing availability.
·
Monitors and reacts to fluctuations
in call volume as they occur in order to restore service levels as quickly as
possible.
·
Schedules activities around
forecasted call patterns.
·
Schedules off-phone activities when
call volume projections are down.
·
Updates schedules to account for
breaks, paid time off, tardiness, etc.
·
Assist in completing and developing
reports and/or processes that increase the ability of the call center to
effectively and accurately plan acceptable performance results
·
Provide informational updates
regarding recent, current, and future state of the business
·
Provide timely status updates on
related projects and initiatives
·
Other duties as requested
Skills
Required
Job
Related Competencies:
·
Minimum of 6 months of call center
experience, prior Workforce experience preferred
·
Knowledge of contact center
fundamentals
·
Excellent analytical and problem
solving skills
·
Excellent verbal and written
communication skills
·
Strong customer focus with
demonstrated success in problem solving, teamwork, adaptability, planning,
decision making, and data analysis
·
Must be able to work in a fast paced
environment handling multiple activities simultaneously
·
Must be self motivated, able to work
independently and as a team member
·
Ability to exercise judgment and make
sound decisions under pressure
·
Ability to easily communicate with
agents and all levels of management
·
Experience with workforce management
products (IEX etc.) Proficient with MS Office – specifically MS Excel
·
Excellent prioritizing, planning and
organization skills
·
Understanding of basic call center
metrics, processes, and practices.
·
Ability to handle multiple projects
and tasks simultaneously
·
Ability to work with others to
resolve problems, handle requests or situations
·
Strong relationship building skills
·
Ability to adapt and openly accept
change
·
Takes accountability for decisions
and actions
·
Takes an active role in personal
growth and development
·
Ability to handle sensitive
information with the strictest of confidentiality
·
Ability to work a flexible schedule
including evening and weekends as business needs demand
How
to Apply
Interested
and Qualified candidates should send in their resumes
torecruitmentoperations.hr@gmail.com clearly indicating the position on
the subject line.