Reporting Analyst

Job Title

Responsibilities:

Analyze call trends and volume by functional workgroup to determine volume spikes and adjust schedules within the workforce management tool.

Forecast call volume, shrinkage, headcount requirements, and average handle time, aiming to achieve optimum service levels.

Monitor intraday performance, promptly notifying managers when problems arise to ensure the optimization of service levels.

Maintain and input schedule exception information; review and approve time-off requests.

Review and load schedule changes, including adding/reducing work hours and activities. Collaborate with business units to adjust call center scheduling and staffing, both intraday and for future needs.

Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.

Provide daily volume and productivity reports, offering consultative and analytical input to call center leadership on staffing models, forecasts, and communications.

Compare call forecasts with actual results to analyze variances, proactively identifying scheduling gaps and offering solutions to close the gap.

Qualifications:

An equivalent combination of education and experience is considered. A bachelor’s degree in business or a related field is preferred.

A minimum of three (3) years of experience in workforce management within a contact center environment.

Strong data analysis skills with the ability to understand business impact.

Advanced experience in Microsoft Office, including Word and Excel.

Experience in or a strong willingness to learn database query/management (i.e., SQL) is a plus.

Experience in the development of deliverables and reports, with the ability to distill complex technical subject matter into clear and effective communications.

Additional Information:

This position offers a dynamic and collaborative work environment. The Reporting Analyst will be expected to proactively manage data, forecast staffing needs, and communicate effectively with various teams to ensure optimized performance in the call center.