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Responsible for the design, development and maintenance of Call Center data and KPI's. Provides data and analyzes trends by channel to help better assist the organziation in its efforts to measure and improve overall performance of the call center. The incumbent may also be responsible for developing performance reports, serving as a contact for cross-functional analysis and projects and developing presentations for senior management. Designs, develops and maintains KPI databases and platforms. Serves as the Database Administrator for assigned databases, ensures all applications are running properly, writes technical documentation and takes appropriate data security measures. Provides analysis of Customer Service related data, identifies patterns/trends, hypothesizes reasons, tests hypotheses and report results. May assist with identifying the root cause of problems by evaluating results and analyzing data, and develops recommendations / process improvements to resolve causes. Provides report validation and audits by developing automated procedures and processes to ensure data integrity. Provides required reports on a daily, weekly, monthly, and quarterly basis. Creates custom ad-hoc reports when requested. Provides monthly read-outs and develops presentations for senior management. Responsible for monitoring and update of all performance objectives for the organization. Strong mathematical, statistical and financial background. Call center experience required. Database creation and/or data mining experience required. Highly skilled in Visual Basic for Applications (VBA), Tableau, MS Excel, MS Word, and MS PowerPoint. Knowledgeable in MS Access or MS Project, SQL Server, Visual Basic, Visual Interdev, HTML, VB Script and Java Script a plus. Well-developed writing and presentation skills. Strong interpersonal communication skills. Must be well organized, detail oriented and self-motivated.. 1 to 5 years of experience.
JOB TITLE: Report Analyst
Duties include data mining within the MSBI database repository, creating SQL queries, expert level excel skills, knowledge of SalesForce (creating dashboards, retrieving reporting data), knowledge of NICE WFM and QA platforms and Cisco ACD. Position requires strong analytical and report development experience and capabilities within the Contact Center space. Additional duties may include proactive communication with customers and client via face to face meetings, telephone, and e-mail. Position will be required to manage database records; draft status reports, performing trend analysis, KPI reporting, and performance improvement recommendations. 5 to 10 years of experience in developing custom reports and call center operations.
MUST HAVE SKILLS:
Must have ability to create and run SQL queries to mine data for ad-hoc reporting requirements.
Knowledge of SalesForce, Cisco Call Manager, and Microsoft Business Intelligence Platform
Best to use bullet points and same basic format as the previous section.
This section would describe the "perfect candidate". These skills are not required to perform the role, but would be helpful and in some cases could supersede a missing "must have" skill.
Bachelor's degree required.
This position is required to be onsite in Springfield, VA. Normal working hours are typically 8 to 5 or 9 to 6.
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