Essential Duties & Responsibilities: 

• Provides daily, weekly and monthly statistical reports to appropriate channels and recipients. 

• Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner. 

• Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations' purposes. 

• Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases. 

• Provides immediate feedback or updates to the management team as to the center's performance. 

• Audits reports and uses available resources to confirm accuracy 

• Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues 

• Coordinates with WFM regarding data sources and other related reports 

• Facilitates the monitoring of performance recognition and incentive programs every month/pay period 

• Completes other duties and projects as required. 

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. 

• Perform other duties as assigned by management.

Qualifications & Requirements 

Education: 

• Bachelor's Degree or equivalent relevant work experience. 

Experience: 

• One to three years related experience. 

Knowledge, Skills, Abilities & Other Characteristics: 

• Must have above average data analysis and problem solving skills 

• Outstanding organizational skills and the ability to handle multiple projects while meeting deadlines without sacrificing the quality of work 

• Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS). Knowledge in MS Access databases, Microsoft SQL and .Net environment and/or other web applications would be an advantage 

• Must possess strong interpersonal and communication skills to work effectively with management and clients 

• Ability to work individually on a project or in a team environment with technical and non-technical colleagues 

• Must be comfortable working with highly confidential data as well as learning data at a company-wide level. 

• Demonstrated ability to work in a fast-paced environment • Must be available to work flexible hours to support hours of operation