Job Requirements:

• 1 – 3 years of experience in reporting and workforce management.
• BSc in Management Information Systems or Business Administration / Engineering / or any other related field.
• Strong data analytics and creation of reports.
• Experience in automating tasks/reports that are manual to reduce cycle time and defects.
• Computer Literate and proficient user of MS Excel, and understanding call center statistics.
• Knowledge in VBA, macros, linked data, pivot charts tools, design tools, BI tools.
• Experience in developing dashboards, and understandable reports and useful visualization.
• Telecom experience is preferable.

Job Description:

• Develop and distribute contact center reporting.
• Modify, revise and update scorecards, dashboards, and other reports.
• Responsible for data integrity, accuracy of all reporting requirements.
• Analyze report information (Intraday, etc.) to measure effectiveness of workforce schedules and recommend adjustments Responsible for tracking, analyzing and reporting trends on AHT, call volume, training completions and all pre-planned shrinkage.
• Analyze trends and provide recommendations that will impact schedule bids, forecasts, pre-planned shrinkage.
• Analyzes data to ensure integrity and structures data to help support or provide business recommendations i.e. performance metrics.