Job Summary :
This position is responsible for supporting the design and development of reporting data from the contact center technology suite of tools.
Duties include manipulation of data between various systems, data quality verification, publishing actionable data in standard reporting formats, reviewing output to assess compliance to expectations and canvassing customer reaction to output.
This individual also acts as a liaison in information exchange, requirements gathering, and problem resolution and is responsible for satisfying customer expectations by ensuring the data quality of reports and providing in-depth support for data integrity issues.
Additional requirements include providing recommendations for product and / or process improvement, training, and documentation of both process and issues and the analysis of data in support of continuous contact center improvement.
Contact Center Data / Reporting Expertise
Support Contact Center Consulting in providing strategic direction and requirements to support client needs using appropriate business analytic methodologies and process documentation.
Objectively communicate pros and cons in the request along with alternative cost-effective recommendations
Contact Center Data and Analysis
Contribute to account assessments and account strategy
Partner with appropriate resources to provide data gathering and analysis for real time and historical reporting
Assist with identifying efficiency opportunities and measuring success with the objective of consistently achieving service level goals, improving agent adherence and occupancy,
Documentation and Administration
Manage processing of PeopleSoft tickets within timelines required and with quality
Maintain time tracking and other administrative requirements
Testing and Quality
Create and manage a testing plan that encompasses all data and / or process elements for all user requirements
Ensure testing is appropriate to user environment with data and accurate scale of data
Validate data for accuracy across reports, across environments and tools
Escalate errors or anomalies to project team and / or appropriate resources for support; retest and report as needed
Support CCS staff with data analysis as requested to contribute to ongoing contact center efficiency projects, including scheduled, repeating requirements (dashboards, etc.
and unscheduled single project needs.
Build and maintain dashboards, flash reporting and / or other scorecard requirements
Conceive, design, and build queries and reports in support of business direction and need
Ensure that all reports, formats and extracts are created in a professional format.
Education / Knowledge / Experience
3+ years of experience in data reporting, analytical work, or another similar field
Thorough knowledge of database management and data manipulation.
2+ years Business Intelligence report development (SSRS 2016 or higher)
3+ years of Query writing, optimization, indexing (SQL Server 2016 or higher)
1+ years Dashboard and Scorecard development
Expert level knowledge of Microsoft Excel, Access
Manage and coordinate multiple initiatives simultaneously that often represent competing priorities
Knowledge of Tableau reporting software preferred
Understanding of Contact Center Terms, metrics, and supporting calculations