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Coordinate and implement all aspects of report development from the business user’s perspective, serving as the functional expert for the business unit and the liaison to the call center management team.  Follow established structured project implementation methodology to guide and/or execute administrative, technical and operational delivery of effective business solutions to meet external and internal customer needs.

 

Responsibilities:

Serve as the functional reporting expert to determine and define reporting requirements and specifications to meet the needs of the business.

Develop reports to design criteria using a range of reporting techniques and applications to be used by both internal and external customers.

Serve as the site/client reporting expert to determine internal call center tools and ACD systems requirements for one or many business initiatives.

Develop project plans for assigned projects. Monitor project progress and document and report project status to Reporting Manager.

Work independently to develop reporting scope, requirements and functional design specifications.

Work with Reporting Manager to determine ACD/Data warehouse reporting systems requirements for one
or many business initiatives along with other operational data systems.

Monitor project progress and report project status to reporting and implementation management.

Coordinate internal business resources as necessary to complete a project.

Implement reporting changes within the scope of assigned responsibilities.

Review Client contracts to assure their reporting needs are met.

Conduct Training as required for business users of reporting applications and tools.

Ensure business systems (Ship) are correctly configured to ensure accurate data management and reporting

Attend training courses and seminars to develop technical, analytical and business skills

 

Excellent skills in using Microsoft Excel and Access
Knowledge of using reporting systems such as Crystal Reports / Business Objects
Ability to write SQL or Oracle queries
The ability to interpret database schemas to make correct decisions on query design
Skill in verbal and written communication to analyze, interpret and address customer needs.
Skill in analyzing and auditing data
Ability to interact effectively with all levels of management and customers.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Bachelor of Arts or Sciences Degree with a minimum of 2 years related experience.
Equivalent education or experience may be substituted for any of the above.