Reporting & Analytics Senior Analyst (International)

Reporting & Analytics Senior Analyst (International)

Requirements & Qualifications:

• Advanced experience with Excel

• Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively

• Develop, manage, evaluate, and evolve a suite of reports & dashboards and other executive reporting through excel or other reporting tools

• Drive process improvements and reporting simplification

• Partner with Business teams to understand their analytics needs and look for opportunities to enhance our product offering

• Perform ad hoc analyses and special projects as assigned

• Maintain efficient QA processes to ensure the accuracy and quality of data

• Ability to independently develop processes and deliverables from general direction

• Highly conceptual thinker that excels at thinking outside-the-box

• Ability to function in a high volume, multi-project, and sometimes ambiguous environment

• Excellent organizational and planning skills

• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives

• Ability to work within teams to accomplish goals

• PowerPoint presentation development

• Excellent presentation skills

Duties & Responsibilities:

• Creation and maintenance of reports, dashboards and presentations related to contact center KPI's and operations

• Analyzes call center key performance indicators (KPIs) and creatively generates reports by anticipating customer needs.

• Builds models using data visualization tools to provide root cause analysis as well as tools to help drive business decisions and insights on data to improve work efficiency

• Gathers reporting requirements and produces custom reports and dashboards as needed by internal teams as well as clients

• Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvement

• Solid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.

• Expert in translating metrics and reporting concepts to all levels of the organization.

• Perform other duties as assigned