Call center reporting analyst

Descripción general

Position Objectives / Scope

We are seeking a Call Center Reporting Analyst to join our team! You will be responsible for analyzing customer data sets to ensure the client’s expectations are met. As well as to drive critical business decisions by analyzing metrics and designing reports.

Responsibilities
Duties of this position include but are not limited to:

• Feasibility Analysis - Utilize techniques to gather information at the right level of detail and scope to represent all the stakeholder's needs, and the ability to ask questions that lead to an understanding of the business need.
• Requirements - Understand and effectively communicate the client’s requirements, create specification documentation, and follow the proper change process.
• System Optimization - Identify current capabilities and identify opportunities for improvement.
• Communication - Demonstrate strong communication and human relationship skills.
• Customer Service - Provide effective customer service by being courteous, polite, and friendly at all times. Acknowledge customers timely to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.

Requisitos para aplicar

Required Qualifications

• Advanced English level
• High School diploma or its equivalent
• 2+ years’ experience at a call center
• Must have familiarity with call center reporting tools and terms
• Ability to use SQL, Microsoft Excel to run pivots, vlookups, index, match, and other advanced functions
• Demonstrated ability to manage time and prioritize projects to meet deadlines
• Strong written and verbal communication skills to effectively relate data to coworkers and across the organization, vendors, customers
• Excellent critical thinking skills to help solve business problems and make decisions

Desired Qualifications

• SQL Database knowledge
• Workforce management reporting
• Strong analysis and problem-solving skills
• Deadline and detail-oriented with the ability to analyze large data sets
• Accustomed to a fast-paced environment

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.