The Responsibilities:
* Develop and distribute Contact Center reporting.
* Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
* Responsible for data integrity, accuracy of all reporting requirements.
* Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
* Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
* Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights.
* End to End lifecycle management and maintenance of Dashboards and reports
* Communicate effectively during the development phase for tool / report implementation.
* Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation
* Maintaining and updating trackers for ongoing programs & projects
* Assisting in automating reports by designing macros
* Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
* Improve the data availability by being the liaison between cross functional teams.
* Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.
* Leverage data and information structure to ensure - single source of information.
Knowledge, Skill Set & Qualifications Required (External)
* 1-3 years of experience with data analysis and preparation, including experience with large data sets
* Experience in extracting data from CMS and other reporting platform
* Strong data analytics and creation of reports
* Experience in automating task/reports that are manual to reduce cycle time and defects.
* Proficient user of Excel, SQL and understanding call center statistics a must.
* Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets
* Experience in developing dashboards and understandable reports and useful visualization.
* Strong business and collaboration skills and responsiveness to service needs and operational demands.
* Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
* Advanced Excel covering Power pivots and Macros.
* SQL Query for troubleshooting data.
* Ability to tell a story with data and drive data literacy.
* Ability to build good relationships and work cross-functionally.
* High-functioning communications skills (both verbal and written); ability to interface with senior leadership.
* Creative/Innovative thinking
* Flexible schedule and excellent attendance record
* Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
The Responsibilities:
* Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations.
* Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning.
* Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs.
* Ensures that project/department milestones/goals are met and adhering to approved budgets.
* Extensive knowledge of department processes.
* Will be doing analytics on operational performance metrics
* Analyse performance, correlate metrics and drive targeting action plan
* Provide recommendations to improve account performance
* Will be doing a deep dive analysis of the performance
* Give presentation of analysis to stakeholders and clients
* Supervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.
* Maintains strong customer service orientation in dealing with various departments and Department heads.
* Performs other duties that may be requested from time to time.
Knowledge, Skill Set & Qualifications Required (External)
* Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis
* Effective communication and interpersonal skills
* Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
* Proficient in analysis and interpretation of data
* Strong leadership abilities and good time management skills
* Excellent problem-solving and management skills
* Experienced in managing a team
* Ability to train junior staff
Knowledge, Skill Set & Qualifications Required (Internal)
* Must be a regular employee of Ubiquity
* At least 6 months in their current role
* Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
* No active Disciplinary Action (DA)
* Must have solid experience in creating reports and dashboard from scratch
* Scheduling, Capacity Planning, and Forecasting working knowledge is a plus
* Excellent presentation skills (Powerpoint, Excel, Google sheets etc.)
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