Working within the Operations Support team supports internal and client information requirements relating to flash key performance indicators and financial outputs. Position will undertake some dedicated project work related to building automated, web-enabled user reporting applications.
Develops Key Performance Indicator and Financial flash reports working with existing databases
Produces daily internal & client reports working with front end Database applications
Builds, manages and enhances database organization and user access methods
Recommends and develops new processes, reports and enhancements as required.
Documents and updates processes; communicates enhancements and changes to others as necessary.
Follows approved change management processes
Assesses impact of new data designs and new client reporting requirements.
Sets up job streams for report generation; updates processes for additional reports as requested
Provides analytical support for database management (i.e. analyzing incoming data sources, etc.)
Research, analyze, and determine appropriate course of action based on trending.
Provides back up support to reporting administrators including data entry as needed.
Optimizes efficient and timely processing of client and internal reports through efficient design and validation checks.
Manages and executes regular data backups and recommends / develops new procedures as required.
Manages site incentive reporting/tracking for TL/Agents
Other duties as assigned.
Access Database / Visual Basic for Access (VBA 2003)
Advanced Excel reports development using Excel (VBE 2003)
Maintain Access databases for all Lines of Business - including updates requested by Management (at all levels)
Running ADHOC reports as requested by all levels of management
Define new report requirements and generate mockups
Assess relevance of existing reports and consolidate where possible refine new report requirements and generate mockups.
UAT new report development.
Attend new implementation meetings as an integral member of the reports team
Interface with Operations, Account Managers, support departments, IT developers and administrators as a SME on all operational and financial reporting concerns.
Continually upgrade knowledge of call center reporting
Translate the generic business requirements into specific reporting requirements. This will include definition and mapping of formulas that are tailored to the system being used for a particular client program.
Execute testing and perform quality control in order to validate accuracy of reports before they enter production
Education/Knowledge: High School Graduation or equivalent; Knowledge of MS Office and spreadsheet; Knowledge of general scheduling practices
Experience / Skill: 2 - 4 years experience working in a Call Center Environment; Clear understanding of basic workforce management principles; Prior experience in a management / supervisory capacity. Advanced knowledge of desktop applications (MS WORD, EXCEL, ACCESS, and VBA).