Reporting & Analytics Sr. Analyst

Summary:

Create, optimize, and automate Dashboards and other Engagement Center metric reports. Provide the corresponding analysis on a daily, weekly, monthly, quarterly, and yearly basis. Develop & design visual means of reports and analysis along with business interpretations. Periodic reviews to ensure data accuracy & punctuality.

Qualifications:

• Computer Sciences or similar engineering degree
• 1+ years in report and dashboard creation.
• 1+ years working with SQL.
• English B2 and above.

Skills:

• Attention to detail.
• Data analysis, interpretation & simplification.
• Advanced Excel (Data/Pivot Tables, power query, complex functions).
• Intermediate SQL.
• Basic knowledge of Call Center (terminology, concepts, metrics).
• Power BI is a plus.

Responsibilities:

• Ensure all established delivery commitments are met and document all report deliveries in the corresponding trackers.
• Validate data and calculations accuracy and provide operations team with interpretations of the information delivered in such reports.
• Pursue a punctuality goal of 5% and a delivery goal of 98% of the reports they are responsible for. - Coordinate with teammates to ensure ownership of their deliveries when requesting time off.
• Report and analyze engagement center results and metrics including, but not limited to, Volume Point statistics, Engagement Center performance indicators & agent productivity figures.
• Provide trends visibility and adequate tools to effectively monitor WFM Metrics
• Create Engagement Center & Agent performance presentations (KPIs include Service Level, Abandonment, Average Handle Time, Occupancy, Shrinkage, etc.)
• Participate in weekly metrics presentations (creating and analyzing slides and dashboards)
• Develop and update SQL queries for troubleshooting data and creating ad-hoc analysis as per business needs. New developments, innovation, and continuous improvement
• Support in the implementation of new applications / systems focused on optimizing the resources of the Engagement Center.
• Be in a constant search for knowledge, new tools and technologies and propose improvement or innovation ideas.
• Seek optimization and automation opportunities to generate efficiencies in MIS processes.