Reports Analyst

Job Title:                 Reports Analyst                                  

Reports To:                  WFM Supervisor

SUMMARY

This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. It also assists with timely and accurate collection, evaluation, and preparation of reports and/or other complex statistical data required for Operations. Under general supervision, collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. It also entails not only participation in the analysis and interpretation of data as appropriate but review the information on a periodic basis to proactively find areas for improvement. Generate/develop & maintain reports/systems to ensure Service Level Agreement. The individual is also responsible for providing schedule details to the representatives and partners with management to ensure compliance to schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Adheres to SYKES policies on ethics and integrity.

• Ensure that all standard reports will be submitted on a timely manner with complete and accurate information. Come up with an audit process to further verify accuracy that can be used by the team moving forward
• Transform raw data to usable information, enhancing a report with formulas and custom functions. Provide further analysis on the report with recommended action plans to address any challenges seen while analyzing reports
• Develop a system that would streamline the process for any requests given to enable faster turn around time for output. Design and/or develop specific systems for collection, tracking, and reporting of data.
• Work with the Account Supervisor/Account Manager/Team Leads to conduct real-time root cause analysis of impacts to SLAs (e.g.: ASA, AHT, actual call volume to forecast ratios, call types/drivers)
• Ensuring that the queue is well-managed by relaying real-time concerns on AUX/Talk time adherence to the Team Leads on the floor and Comes up with action plans to implement on the floor to address real-time issues and concerns on 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. Works with Management to come up with real-time strategies to address low staffing due to absences and ensures that Service Levels are maintained.
• Analyze schedule given to ensure that optimal results are gained. Proactively comes up with solution to any schedule concerns that may come up and creates a communication process to ensure that any changes made are clear to the floor and are followed appropriately

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Knowledge of reporting methodology, principles and procedures. Has working knowledge of the tools used for monitoring and reporting and the use of computer and related software, including a working knowledge of Microsoft Excel and other Office applications.
• Strong planning, time management and organizational skills.
• Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
• Proactive and can work independently.
• Can work with other departments or groups to come up with action plans for the account/ BU.
• Display a high level of professionalism, integrity, and maturity.
• Polished and poised. Project energy, self-confidence, authority, and enthusiasm

EDUCATION and/or EXPERIENCE

• Preferably 2-3 years industry work experience