Reports Analyst - Advance Excel and SQL

Primary Responsibilities:

Analyzes and investigatesProvides explanations and interpretations within area of expertisePerform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)

Qualifications:

Undergraduate degree or equivalent experienceAt least 3-5 years of experience in reporting and analyticsMust have – Intermediate to Advance Excel, Access, Excel dashboarding experience.Proficient in using SQL, OBIEE, Tableau, Power BI, Python.Can create dashboards in Power BICan manage huge amounts of data in Excel and use SQL in pulling queries from these Excel filesExperience in developing dashboards, visualizations and understandable reports for the businessDemonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)Experience working in the BPO/Contact Center IndustryGood analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracyExcellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills.