Jobs in Egypt - Reporting Analyst at Digital Works
Reporting Analyst at Digital Works
Job Description:
- Develop and administrate reporting systems for WFM.
- Assists with tracking, analyzing and reporting contact center and agent performance
- Works WFM Department, WFM Manager, and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis of key business objectives for activities related to production management, including:
- Ensuring the data described above is in a usable format for various levels of management and is distributed in timely manner.
- Ensuring data/report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure accuracy of report data.
- Interacting with internal customers to clarify report requests and determine report
- Obtaining consensus and sign-off on reports based on specifications and business requirements.
- Creating, modifying and/or enhancing existing reports and providing other types of data files as needed.
- Participating in various meetings with teams to understand, document and execute on business requirements.
- Documenting all information related to each report generated (code, process to run report, exactly how report is run, metric definitions, calculations, etc.).
- Providing analysis of data in other systems and work with other groups to solve issues or operational reporting challenges.
- Maintaining, updating and publishing daily/weekly/monthly WFM-related reports, and other reports as requested.
- Performance Reports by Rep/Team for the call center.
- Performs other related duties as directed by Manager
Job Requirements:
- At least 2+ years of experience as a reporting analyst in a call center
- Experience working with and developing reports for a Contact Center environment.
- Ability to analyze and interpret data
- Strong understanding of the call center metrics
- Ability to prioritize and organize effectively
- Ability to work independently
To Apply:
https://dgitalworks.freshteam.com/jobs/T23ELEiXOENm/reporting-analyst
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