Job Description

Position Purpose:

The Reports Analyst produces and delivers useful, accurate, and timely information and recommendations to internal and external customers. Incorporates the use of advanced technology to measure, evaluate, and report performance. Reduces operational risks through improved planning and execution. Provides and teaches Resource Management processes. Assist other sites with resource management support as needed.

Essential Functions and Responsibilities:

• Analyzes and matches staffing levels including schedules according to client requirements. Produces employees’ schedules in SE from IEX to eWFM Reports daily staffing to the client.
• Conducts intrada and intraweek productivity analysis and reporting for opening/closing, billing, online and supplemental training, shrinkage factors (vacation, sick time, meetings), intervals and segments.
• Proactively communicates CCS metrics and recommendations for action to Operations Management. Works with Operations Management to deliver defined Resource Management Process and Procedure.
• Reconciliation of agent time. Ensures data is aligned correctly in Kronos, TCS, and Rockwell systems for each Consultant, analyzes differences, and makes corrections as needed.

Qualifications

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor’s Degree in any field / Completed at least 2 years in College
• Has Admin or reporting experience?
• Technical knowledge of tools like Microsoft Office(Excel, Word, Powerpoint)
• Willing to work at night and/or shifting schedules to accommodate different time zones per global business requirements.
• Good communication skills, both written and verbal
• Ability to provide customer service and work well in teams to establish and maintain effective working relationships.
• Ability to thrive in a fast-growing environment where change is the norm; strong multitasking skills
• Strong organization skills
• Attention to detail and accuracy, a must