Hybrid Real Time Reporting Analyst ( 9/25)
1)
D Daily, weekly, monthly reporting on call center metrics, such as CSAT, Quality, Productivity, adherence, absenteeism
2) Real Time reporting on Service Level, Abandon Rate, Calls Offered, Forecast Calls, Advisor time in aux states
3) Graphical representation to the same
4) Report generation including the building of reports, data warehouse, data collation, and data mapping
5) Other adhoc request as asked from Workforce Management, Operation Managers, and Site Director
Successful candidate should have a professional background in a call center background, in particular, a Workforce Management, or a Real Time Reporting Analyst role, or similar skills and experiences with a strong background in data analytics and/or business intelligence.
Specific skills we are looking for are:
1) Excel Pivot Tables, Functions (reference formulas, arithmetic formulas, logistic formulas), and Macros
2) SPSS/Minitab preferred
3) Certification in WFM preferred.
US-MI-Warren
US-WAR-CHIGM-01 (774)
7000 Chicago Road
Warren, 48092
7000 Chicago Road
Employer's Job# CNX00044908
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