Contact Centre Reporting Analyst

24 Sep 2018
25 Oct 2018
Job role
Morgan McKinley are delighted to partner with Eir to assist in the recruitment of a Contact Centre Reporting Analyst to join Eirs growing operations in Cork and Sligo.   Responsibilities Develops meaningful interval, daily, weekly and monthly business reports by extracting data from a variety of business systems & databases . Analyses business needs by conducting analyses of eir contact center environments including, but not limited to, creating customised models to normalise data, uncover trends and develop and monitor key performance metrics to ensure high-quality contact center performance. Consults with business leaders to understand the current challenges and goals of the contact center and to understand changing business needs. Delivers actionable recommendations to improve contact center operations. Designs, builds and creates reporting insights to uncover trends and make recommendations. Ensures systems integrity by utilizing checks and balances across data elements.. Completes root cause analysis of variance between forecasts and actual results. In conjunction with the Forecasting & Planning lead and the business, adjusts forecasting models and re-builds models, if necessary. Provides factual accounts of service level performance for the Customer Operations contact centres and determines objective reasons for any service level deficiencies. Estimates the impact of future activity (system changes, process changes, etc.) on average handling time (AHT), workload and staffing requirements. Tracks contact (voice/chat) volume, off-phone activities and AHT patterns by interval and updates/overrides to the workforce management system projection when appropriate. Contributes to decisions regarding analytic design, information requirements and deliverable schedules Serve as an extension of the Operational team; may document operational processes as input to improvement initiatives. Clearly articulating the financial impact of any new promotions. Experience The minimum education and experience requirements are as follows: Associates degree and 5 years' experience in a contact center planning/forecasting or related analytics required; or 5 years + experience in a contact center planning/forecasting or related analytics required. Working knowledge of the contact center operations environment, including experience in planning or forecasting required. Working knowledge of workforce management principles, tools and forecasting/real-time management reports required. In-depth understanding of contact center drivers and ability to translate them into capacity/planning forecasts with budgetary consideration required. Strong knowledge of forecasting and statistical methodologies, and querying principles required. Ability to write and modify SQL code preferred. Proficiency with word processing, spread sheet, database and reporting software required. Working knowledge of SQL, SAP, Teradata (SQL & Microstrategy) and Business Objects programs preferred.   Working Hours Hours of operation may vary in line with business requirements   Salary and Benefits This role offers excellent Career progression opportunities, a competitive salary and benefits