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Job Description
- Develop ongoing development plans for the reporting department.
- Evaluate technology options for adjunct reporting management tasks.
- Evaluate the performance of the members in the Reporting team and develop and score the team’s KPI’s.
- Follow up the efficiency and effectiveness of Reporting team reports and conduct a periodical check up to identify areas of development.
- Suggest and follow up corrective actions for the unachieved performance metrics for all projects.
- Develop, maintain and update workforce & operational reports.
- Follow the reporting of the collective projects’ performance to the quality assurance team to prepare Table F results.
- Analyzes tracks and maintains daily log of events relating to business results and provides recommendations as required.
- Analyze projects’ performance reports.
- Prepare reports’ templates for the reporting team to facilitate their work.
- Supervise the performance of the reporting & Real-Time team.
- Develop project performance monthly reports.
- Advises of potential performance concerns and recommends solutions.
- Report the accuracy levels for all forecasted factors (Calls volume, AHT and shrinkage).
Job Requirements
- College Graduate.
- 3-5 years of work experience in call center reporting, Workforce Experience is a Must.
- Strong Analytical Skills.
- Proficiency in using MS Excel & Access.
- Excellent user of MS Office.
- Excellent Communication skills.
- Excellent Business Writing skills.
- Multi-tasking.
- Working knowledge of industry standard call center technology (ACD, IVR, Network Features).
- Comprehensive understanding of call center metrics.
- Creative thinking and problem-solving skills.
