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
3+ years of experience in data reporting, analytical work, or other similar field
Thorough knowledge of database management and data manipulation.
2+ years Business Intelligence report development (SSRS 2008 or higher)
3+ years of Query writing, optimization, indexing (SQL Server 2008 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
College degree on System Engineering
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