Reporting Analyst

Essential Duties & Responsibilities:
• Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.
• Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner.
• Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations purposes.
• Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases.
• Provides immediate feedback or updates to the management team as to the center's performance.
• Audits reports and uses available resources to confirm accuracy
• Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues
• Coordinates with WFM regarding data sources and other related reports
• Facilitates the monitoring of performance recognition and incentive programs every month/pay period
• Completes other duties and projects as required.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.