Reporting Analyst
Core
Develops enterprise dashboards, standardized reports, and ad-hoc analysis for senior leadership to enhance customer experience and drive business process improvements within a contact center environment.
Role type
Reporting Analyst (Contact Center)
Builds
Enterprise dashboards, standardized reports, ad-hoc analysis, Salesforce reports, and contact center performance metrics.
Domain
Consumer Goods / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, statistical techniques, KPI interpretation, process improvement, data quality management, Salesforce reporting, Power BI, Excel, SAP Analysis for Office, Alteryx, BI tools
Preferred skills
Commercial curiosity, stakeholder management, project balancing, team leadership, conflict resolution
Technologies
Power BI, Salesforce, Excel, SAP Analysis for Office, Alteryx, Tableau, Business Objects
Responsibilities
Develop and deliver enterprise dashboards and standardized reports for senior leadership; Provide analytical insights to enhance customer experience and identify process improvements; Create and maintain Salesforce reports to identify customer trends; Report on service levels across Email, Chat, Phone, and Salesforce channels; Produce detailed First Contact Resolution (FCR) reports and recommendations; Manage contact center reporting including call detail records and agent activity metrics; Develop data collection systems to optimize statistical efficiency and data quality; Interpret data using statistical techniques to identify trends and patterns in KPIs.