Job Description:
- Generate regular reports on performance metrics such as call volume, average handle time, SLA, first response time, customer satisfaction, and other key performance indicators (KPIs).
- Generate regular reports on KPIs daily, weekly, monthly, quarterly and annually.
- Conduct ad-hoc analysis of call center data to identify trends, patterns, and opportunities for improvement.
- Collaborate with managers to develop and implement new reporting processes that improve efficiency, accuracy, and effectiveness.
- Provide data-driven insights and recommendations to call center managers to help them make informed decisions about staffing, training, and other key operational areas.
- Develop and maintain dashboards and other visualizations to help call center managers quickly and easily understand performance trends.
- Real-time communication with the WFM Supervisor and operations when changes need to be made.
- Assist with projects and other duties as requested or assigned.
- Maintain databases and perform updates as necessary to ensure accuracy; Regularly examine data reports to locate and resolve mistakes throughout.
- Communicate the results of data analysis in written and verbal form to WFA and operations; provide analysis.
- Accurately analyze and collect data for various types of business reports
- Monitor and analyze real-time performance data, such as call volumes, handle times, agent availability, and service level metrics, to ensure compliance with established standards and service level agreements (SLAs).
- Use analytical and statistical tools to identify trends and patterns in call center performance data and provide recommendations to improve performance.
- Develop and maintain effective relationships with internal and external stakeholders, including clients, vendors, and other operational teams.
Requirements:
- 2+ years of experience in a contact center environment
- 2+ years previous experience in a Workforce Management role as an RA - Zendesk experience is desirable but okay with other CRM experience as long as it is similar to Zendesk.
- Advanced Microsoft Excel skills
- Ability to prioritize and meet tight deadlines.
- Analytical with attention to detail
- Ability to maintain composure in critical situations and communicate clearly with stakeholders.
- Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
- Proven ability to build relationships quickly.
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Decision making and complex problem-solving skills.
- Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently.
- Flexible schedule, including nights and weekends as needed.
Job Type: Full-time
Salary: From Php30,000.00 per month
Benefits:
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Overtime pay
Experience:
- Reports Analyst: 1 year (Required)
Application Deadline: 05/31/2023
Expected Start Date: 05/22/2023
