The Operations Reporting and Analytics Associate will be responsible for developing reporting from data acquisition through report development and delivery. They will also have a good understanding of data gathering tools and be proficient with business intelligence reporting tools. Frequent client engagement at all levels to understand needs and translate client requirements into reporting deliverables. Deliver ad hoc reports as needed.

Essential Duties & Responsibilities

Work collaboratively with the leadership team to understand goals and objectives related to the user experience needs as well as opportunities for process improvement and efficiencies. Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information. Confers with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements. Examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control: Reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report. Provides daily, weekly, and monthly reports to appropriate channels and recipients. Integrates data generated internally and from external clients to create reports based on the needs of the business. Collects and consolidates data for business use using Excel spreadsheets and other available reporting technologies. Provides immediate feedback or updates to the management team as to the organization’s performance. Audits reports and uses available resources to confirm accuracy. Identifies and resolves reporting issues proactively and immediately informs the direct supervisor and stakeholders for any hot issues. Completes other duties and projects as required. Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. Perform other duties as assigned by management.

 

Qualifications & Requirements

Education:

Bachelor’s degree or equivalent relevant work experience.

Experience:

Prior customer service experience in a contact center environment required.

Knowledge, Skills, Abilities & Other Characteristics:

Excellent writing, communication, presentation, problem solving, computer (Microsoft Office suite), strategic thinking, and interpersonal skills. Knowledgeable in MS Office Suite (WORD, POWERPOINT, EXCEL, SHAREPOINT). Knowledge in MS Microsoft SQL, Access and PowerBI environment would be an advantage. Outstanding organizational skills and the ability to handle multiple projects while meeting deadlines without sacrificing the quality of work. Must possess strong interpersonal and communication skills to work effectively with management and clients. Must be comfortable working with highly confidential data as well as learning data at a company-wide level. Must have the aptitude and desire to learn new competencies and skills. Ability to work individually on a project or in a team environment with technical and non-technical colleagues. Ability to independently, resourcefully, and creatively research and implement new reporting solutions. Creative, responsive, and adaptive in a dynamic environment. Must be available to work flexible hours to support hours of operation.

Work Environment:

Onsite

Must Haves:

Bachelor’s degree or equivalent experience. 1-4 years of experience in reporting-related field. 2 years call center experience. Knowledgeable in MS Office Suite (WORD, POWERPOINT, EXCEL, SHAREPOINT).

Nice to Have:

Knowledge in MS Microsoft SQL, Access and PowerBI environment.