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