Data Reporting Analyst for Call Center located in Tucson, AZ.

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OSI Engineering, Inc.
Call center, CRM, Contact center, Data analysis, Data visualization, Microsoft Excel, Operations
Full Time
Depends on Experience

Job Description

Data Reporting Analyst for Call Center located in Tucson, AZ.

 

We are looking for an outstanding Care Reporting Analyst who is looking to work in a new space to help define how we use data to understand customer behavior and satisfaction and drive product performance. In this role, you will develop and support data analysis and build solutions that give our teams flexible and structured access to data, including defining metrics and KPIs, and automating reporting and data visualization.

 

Responsibilities

  • Operational Reporting & Delivery in a Call Center environment.
  • Demonstrate excellence in completing required reports timely with a high degree of accuracy.
  • Have an end-to-end understanding of reporting inputs and how they impact our software and products
  • Responsible for ad hoc reporting and analysis.
  • Acquire test results (data) into stories through charts and graphs.
  • Provide innovative ideas on how to improve processes and results.
  • Ensures the integrity of on/off-boarding data reviews, validates, and owns access to Care Operations.
  • Understanding of contact center service levels and flexing agents between channels to preserve the customer experience.
  • Administration of workforce management systems and daily reporting of staffing levels.
  • Systems (CRM, GenesysCloud, etc.) knowledge is a plus

 

Required skillsets

  • Must be proficient in Excel with Graphs, Formulas, Tables and PivotTables.
  • Experience with courses taken in statistics, business, and mathematics
  • At least 3+ years working in the contact center environment with operations experience

 

Desired skillsets

  • Using the following: MS Office suite, ACD platforms (Genesys), CRM Tools, and PowerBi a plus.
  • Assists in completing SOC2 audits for Care reporting

 

Job Type: Full time

Location: The position is located in Tucson, AZ.



Company Information

OSI Engineering is a leading talent acquisition and services company, building powerful IT and Engineering development teams to meet speed-to-market demands across the US. We develop, implement and manage workforce solutions through every stage of the product lifecycle, from early application development through final production, delivering the highest-level technology professionals. Our capabilities include technical staff augmentation, managed service programs and resource planning solutions.

With over 20 years of experience, OSI’s technical expertise spans the software stack from the firmware layer up to the user interface. We deliver dynamic and diverse teams for IT Services, Networking Data Services, Cloud Infrastructure and Services, Big Data, Mobile Hardware and Applications, Internet of Things (IoT), Connected Car, Enterprise Information Security and Data Science. Our quality-focused approach to talent acquisition and services helps our clients successfully launch their concepts and products that change the world.

Dice Id : 10365912
Position Id : 7427637
Originally Posted : 2 months ago