Reporting, Analytics, and Logging Agent

Purpose:

The Reporting, Analytics, and Logging Analyst (RAL) – Non – Exempt performs a variety of roles in support of the successful delivery of service and operational excellence. The RAL will provide monitoring the call queues to alert the Director of any service failures or calls in queue that need immediate remediation, creating and sending daily reporting to inform the Director of performance results and trends, preparing presentation material for use at operations performance meetings, running forecast and staffing models using contact center tools, and taking calls as needed for platform management. WFM will assist agents and leadership with any issues related to phones, LiveVox, and basic computer functionality. The RAL will be responsible for logging cases within LiveVox and creating reports around case loads and service levels as well as assigning cases.

What Capital Vacations can offer YOU:

• Great hourly pay and opportunity for professional GROWTH
• Year-round work at a company with a NATIONAL presence!
• Medical, Dental, and Vision Insurance options
• 401(K) contribution after 90 days
• Paid Life insurance, short-term and long-term disability, and MORE
• Flexible Spending Account
• Paid Time Off & Holidays
• Discounted vacation stays

Principal Duties and Responsibilities

• Monitoring inbound call performance queues, identifying service issues and alerting for action
• Logging cases into LiveVox
• Reporting caseloads
• Assigning cases to Customer Relations Agents
• Must be able to work a variable shift and flexible hours and days
• Tracks 800 #’s and their placement
• Set up voicemail and acts as key liaison to LiveVox
• Preparing operations performance reports by pulling data from multiple systems (TSW, SPI, and other platforms including LiveVox)
• Prepares formal presentations using advanced Excel, PowerPoint and other technical skills
• Ability to create reports and communicate findings to leadership
• Create Outbound Campaigns within LiveVox
• Create Services and Skills within LiveVox.
• Create Logins and assist with password issues within LiveVox
• Send daily reports to all agents and leadership.
• Effectively communicate any issues or trends that arise.
• Anticipate needs as communications are shared
• Prepares reporting
• Tracks skilling and agent KPI’s
• Crosscheck reporting to ensure accuracy.
• All other duties as required

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Previous experience with a CRM (customer relationship management) system is preferred.
• Previous experience using Salesforce.com is a plus

Skills, Knowledge, and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Willingness to become the subject matter expert on the CRM Platform.
• Ability to work in a fast pace office environment
• Excellent communication skills
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays