Reporting Analyst | Clark

About the role

Sutherland is seeking an analytical and attentive person to join us as a Lead - Reporting Analyst. Specialists in this role serve as the program's key point-of-contact for all matters related to reporting, enabling sound decision-making through data collection, accuracy verification, analysis and insight.

Key responsibilities

• Serve as the program's key point-of-contact for all matters related to reporting
• Collect data and ensure accuracy; provide analysis and insight
• Relay important information in the form of timely and accurate reports; educate end-users on reports and findings
• Maintain process documents
• Schedule meetings with the reporting team to stay current with real-time activities and issues
• Establish and maintain communication with clients and/or team members

About you

• Bachelor's degree in a business-related field
• Two+ years of reporting, real-time analysis, and/or workforce management experience in a contact center environment is a plus
• Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Customer-oriented in managing communications and issues
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Creativity and resourcefulness in finding effective solutions to problems and situations
• Persistence in working through challenges and doing whatever it takes to get the job done
• Ability to work proficiently in MS Excel and other MS Office, Tableau and PBI