Eastwood City - Reporting Analyst

ESSENTIAL DUTIES

Creation and maintenance of reports, dashboards and presentations related to contact center KPI’s and operationsAnalyzes 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 efficiencyGathers reporting requirements and produces custom reports and dashboards as needed by internal teams as well as clientsProvide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvementSolid 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

QUALIFICATIONS

Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creativelyAdvanced experience with ExcelDevelop, manage, evaluate, and evolve a suite of reports & dashboards and other executive reporting through excel or other reporting toolsDrive process improvements and reporting simplificationPartner with Business teams to understand their analytics needs and look for opportunities to enhance our product offeringPerform ad hoc analyses and special projects as assignedMaintain efficient QA processes to ensure the accuracy and quality of dataAbility to independently develop processes and deliverables from general directionHighly conceptual thinker that excels at thinking outside-the-boxAbility to function in a high volume, multi-project, and sometimes ambiguous environmentExcellent organizational and planning skillsAbility to identify opportunities for improvement as well as proven success driving change through strategic initiativesAbility to work within teams to accomplish goalsPowerPoint presentation developmentExcellent presentation skills