Posted On: 2-27-2015
Position Title: Contact Center Solutions Reporting Analyst
Job Location: Virtual

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Job Summary:
This position supports the design, development and distribution of reporting data from the contact center technology suite of tools. Duties include data quality verification, reviewing output to assess compliance to expectations, canvassing customer reaction to output and scheduling reports for automated delivery. 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 the first line of support for data integrity issues. Additional requirements include providing recommendations for product and/or process improvement, training, and documentation of both process and issues, facilitating all field requests using an on-line Support Desk ticket tracking system and assisting other Contact Center Consulting areas as directed.

Essential Duties and Responsibilities Include:
– Must be able to come to work promptly and regularly
– Must be able to take direction and work well with others
– Must be able to work under the stress of and meet deadlines
– Must be able to concentrate and perform accurately while meeting applicable productivity measures
– Must be able to change productively and to handle other tasks as assigned

Job Specific Essential Duties and Responsibilities:
– Support Contact Center Consulting in helping to define customer report requirements
– Distribute developed reports to the customer on a one-time basis where required or facilitate scheduling and regular distribution of material, recommending the BCD IT preferred process for delivery and storage (e.g. mailboxes, shared folders, etc.)
– Maintain support for version control, look-up tables and data dictionaries
– Maintain updated report library and reference material
– Perform reporting demonstrations when needed
– Ensure the timely and accurate distribution of reporting for customers where controllable and ensure the quality of the end-product
– Communicate distribution issues to appropriate management
– Participate in periodic review of reports with specific accounts
– Responsible for continuous process improvement
– Identify, resolve and communicate data integrity issues
– Assist in managing new report releases and validate new report data
– Adhere to Support Desk process, inclusive of ensuring proper routings and priority levels
– Maintain Support Desk database to provide statistical reports on internal activity, customer data, and trend reporting
– Work independently in the absence of supervision
– Assumes and performs other duties and responsibilities not specifically outlined herein, as requested

Transferable Skills:
– Capable of problem solving: anticipating and resolving reporting issues
– Capable of working in a team environment, supporting management & staff, following policies, providing feedback, assisting in special projects and taking on additional responsibility
– Able to adapt to change
– Ability to work independently, developing action plans and implementing goals and objectives, exercising discretion and judgment
– Professional manner and appearance
– Excellent written and verbal communications skills
– Embraces diversity
– Works effectively with people who have backgrounds, skills, and attitudes different from their own
– Capable of thinking innovatively, strategically and conceptually
– Strong analytical and logic skills
– Capable of identifying customer needs
– Listens to information, asks probing questions and applies knowledge and associating solutions
– Ability to learn and use in-house technology products and client reporting applications
– Anticipates and resolves customer, vendor and employee issues
– Excellent customer service skills
– Ability to manage multiple tasks and changing priorities
– Integrity, objectivity and independence, and strong attention to detail

– Three (3) years of experience in data reporting, analytical work, or other similar field
– Demonstrated ability to produce high quality work with reporting tools and data delivery
– Excellent grasp of Contact Center terms, metrics, and supporting calculations
– Advanced knowledge of Excel
– Able to work extended and / or off-hours as required
– Advanced knowledge of Access, SQL Server Management Studio or other database management software
– Advanced knowledge of SQL Server Reporting Services, Visual Studio, Tableau, Crystal Reports, Business Objects or other reporting software
– Travel Industry knowledge desired, but not required