Overview
Responsible for developing and maintaining reports that will assist internal and external customers in analyzing performance of the business. Maintains compliance to reporting requirements set by the customers that will help meet quality standards.
- Extract and collate data from call accounting software and database (i.e. Avaya CMS, Five9, SQL).
- Prepare and distribute specially designed MIS reports. Includes other pertinent information such as attendance reports from the Command Center and quality scores from Quality Assurance.
- Shows the daily performance of the account / program in an organized and timely fashion.
- Checks if the necessary reports have been uploaded to the FTP site for perusal of all Operations personnel.
- Ensures the availability of performance reports as needed by external clients to review the site's performance for the day.
- Prepares the daily MIS brief by collating all MIS reports into one standard and consistent file.
- Ensures accurate summarization and collation of MIS data prior to routing to all users within the Company.
- Accomplishes all agent level reports by capturing data from the Avaya CMS and FTP site.
- Attends to special reports requests (i.e. Avaya CMS-based, Excel based reports). Gathers the report details required from the requesting individual and calibrates on customized output needed.
- Devises the best and most efficient way of generating such customized reports.
