Workforce Reporting Analyst | Bacolod

The Responsibilities:

• Develop and distribute Contact Center reporting.
• Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational reports.
• Responsible for data integrity and 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.
• 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 the database and reporting tool implementation
• Maintaining and updating trackers for ongoing programs & projects
• Assisting in automating reports by designing macros
• Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
• Improve the data availability by being the liaison between cross-functional teams.
• Partner with the application/delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.

• 1-3 years of experience with data analysis and preparation, including experience with large data sets
• Experience in extracting data from CMS and other reporting platforms
• Strong data analytics and creation of reports
• Experience in automating tasks/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel, SQL, and understanding call center statistics is a must.
• Knowledge in VBA, macros, linked data, pivot chart tools, design tools, and Google Sheets
• Experience in developing dashboards, understandable reports, and useful visualizations.
• Strong business and collaboration skills and responsiveness to service needs and operational demands.
• Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
• Advanced Excel covering Power Pivots and Macros.
• SQL Query for troubleshooting data.
• Ability to tell a story with data and drive data literacy.
• Ability to build good relationships and work cross-functionally.
• High-functioning communications skills (both verbal and written); ability to interface with senior leadership.
• Creative/Innovative thinking
• Flexible schedule and excellent attendance record
• Should be amenable to work on different schedules (i.e., Day Shift, Mid Shift, Night Shift)