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  • ID
    #41162882
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    OSI Engineering, Inc.
  • Date
    2022-05-13
  • Deadline
    2022-07-12

Vacancy expired!

Data Reporting Analyst for Call Center located in Tucson, AZ. We are looking for an outstanding Care Reporting Analyst who is looking to work in a new space to help define how we use data to understand customer behavior and satisfaction and drive product performance. In this role, you will develop and support data analysis and build solutions that give our teams flexible and structured access to data, including defining metrics and KPIs, and automating reporting and data visualization.

Responsibilities
  • Operational Reporting & Delivery in a Call Center environment.
  • Demonstrate excellence in completing required reports timely with a high degree of accuracy.
  • Have an end-to-end understanding of reporting inputs and how they impact our software and products
  • Responsible for ad hoc reporting and analysis.
  • Acquire test results (data) into stories through charts and graphs.
  • Provide innovative ideas on how to improve processes and results.
  • Ensures the integrity of on/off-boarding data reviews, validates, and owns access to Care Operations.
  • Understanding of contact center service levels and flexing agents between channels to preserve the customer experience.
  • Administration of workforce management systems and daily reporting of staffing levels.
  • Systems (CRM, GenesysCloud, etc.) knowledge is a plus

Required skillsets
  • Must be proficient in Excel with Graphs, Formulas, Tables and PivotTables.
  • Experience with courses taken in statistics, business, and mathematics
  • At least 3+ years working in the contact center environment with operations experience

Desired skillsets
  • Using the following: MS Office suite, ACD platforms (Genesys), CRM Tools, and PowerBi a plus.
  • Assists in completing SOC2 audits for Care reporting
Job Type: Full timeLocation: The position is located in Tucson, AZ.

Vacancy expired!

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