The Responsibilities:

Develop and distribute Contact Center reporting
Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports
Responsible for data integrity, accuracy of all reporting requirements
Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting
Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights
End to End lifecycle management and maintenance of Dashboards and reports
Communicate effectively during the development phase for tool / report implementation
Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation
Maintaining and updating trackers for ongoing programs & projects
Assisting in automating reports by designing macros
Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business
Improve the data availability by being the liaison between cross functional teams
Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards
Leverage data and information structure to ensure - single source of information

Knowledge, Skill Set & Qualifications Required

Must be a regular employee of Ubiquity
At least 6 months in their current role
Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
No active Disciplinary Action (DA)
Knowledgeable with Data Analysis
Excellent Computer Skills - Microsoft Office, Word, Excel, Adobe Preferred, GSuites

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MIS Analyst