Reporting Analyst

Essential Duties & Responsibilities:

• Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.

• Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner.

• Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations' purposes.

• Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases.

• Provides immediate feedback or updates to the management team as to the center's performance.

• Audits reports and uses available resources to confirm accuracy

• Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues

• Coordinates with WFM regarding data sources and other related reports

• Facilitates the monitoring of performance recognition and incentive programs every month/pay period

• Completes other duties and projects as required.

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Perform other duties as assigned by management.