JOB DESCRIPTION:

This position assists with long-range planning and ongoing analysis of real-time performance and the determination of alternative plans when necessary. Under general supervision, collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations, and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.

Gather/generate reports (operations – volume, utilization, etc) and ability provide daily, weekly, monthly statistical reports to clients/accounts

Collating and updating the raw database as a basis for various reports.

Respond to daily incoming requests for ad hoc and recurring report

Monitor real-time queue and schedule adherence monitoring and reporting that will impact SLAs

Accepts call-ins for absences and sick leaves and updates necessary tools and officers involved. Expected to alert management for any spikes that would inadvertently affect staffing for the day.

Report intra-day schedule changes to the Account Supervisor/Account Manager/Senior Account Manager

Create and Maintain agent-level schedules and attendance reporting. Assigning shift schedules for all Representatives (Technical Support Engineer or Customer Service Representative)

Ensure that all standard reports will be submitted on a timely manner with complete and accurate information. First-level analysis may be done as directed by superiors.

Create simple templates as directed by superior

Upload monthly data to the client’s web-based application and Deliver reports on time as requested by the client and/or management.

Collect and read raw data, and prepare & generate a standard presentation to be used for in-depth analysis of the numbers as instructed by a superior.

Maintain collection and tracking of relevant data and appropriate records of contacts and results on a daily basis.

Answer and explain simple questions on standard reports and real-time monitoring concepts, issues, and processes