- Development and completion of key business reports and requirements to support the operational effectiveness.
- Complete Daily, Weekly, and Monthly reporting tasks
- Scope and Document new reporting requirements.
- Build and Maintain any adhoc and excel based reporting required by the business
- Liaise with DBA and Specialists for reporting development and updates
- Build and Maintain Reports and Dashboards
- Analyze Data and Reporting to identify Business Trends
- Bachelor’s Degree or Related reporting and analysis experience
- Minimum of 3 years of experience in reporting and business intelligence
- Advanced proficiency in Microsoft Excel including PowerQuery, Pivot Tables, and other advanced functions
- Ability to develop Macros
- Ability to take raw data, perform necessary cleaning and transformations, and summarize as necessary to draw actionable conclusions
- Detailed understanding of contact center metrics and KPIs and their impacts to the business