Job Title:
Reporting Analyst
Job Description
The Reporting Analyst is responsible to prepare existing reports on daily, weekly monthly period as per existing process.
Supporting in transforming reporting structure to a more automated solution
Scope of Reporting
- Prepare existing reports on daily, weekly monthly period as per existing process.
- Support in transforming reporting structure to a more automated solution.
- Ensure any reports constructed are fit for purpose for Operations team to take action.
- Assist in construction of Process documentation.
- Development and maintenance of MS Access database to store operational data.
- Development and maintenance of PowerBi to present information to key stake holders.
Position Summary and Responsibilities
- Operational Reporting Management: Manage new report creation and existing report modification processes. Ensure onshore and offshore reporting requirements are understood and effectively implemented. Be able to understand Contact Centre environment data and understand the data links to be able to produce operational, commercial & financial information.
- Project & Time Management: Facilitate the deployment of reports within agreed timeframes; Plan and organise work within organisational deadlines; Work autonomously within a structured framework.
- Analytical Insights: Carry out reporting needs identification analysis; Highlight problem areas identified within reports to senior management; Analyse reports and develop recommendations for solutions
Skills
Mandatory:
- Strong Excel skills (Pivot tables, macros, templates)
- Strong Access / Database skillset, including design, understanding of Entity Relationship methodologies and maintaining data integrity.
- Ability to build relationships from large data-sets in disparate data sources.
- Hands-on experience with large data sets and disparate data to obtain insights on call volume, productivity drivers and customer experience.
- A strong understanding key Contact Centre metrics and outcomes.
- Detailed and practical knowledge of joining, filtering, and aggregation of data as well as proficiency in using various math, logical type conversation and statistical functions
- The expertise and ability to use pivot tables or similar applications to view data from various angles to obtain insights and present them in a clear and understandable manner.
- Good project management skills
- Ability to work in a multicultural work environment
- Ability to maintain composure under pressure
- Ability to balance Concentrix requirements and clients expectations
- Effective formal and informal communication
- Formal and informal presentation skills
- Ability to work in a challenging and dynamic environment
Location:
ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania
Language Requirements:
English (Required), Italian (Required)
Time Type:
Full time
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