Responsibilities

• Develop and distribute Contact Center reporting.
• Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
• Responsible for data integrity, accuracy of all reporting requirements.
• Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
• Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics.
• Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights.
• End to End lifecycle management and maintenance of Dashboards and reports.
• Communicate effectively during the development phase for tool / report implementation.
• Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation.
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