Job Description
**Key Responsibilities:**
**Data Reporting & Visualization**
+ Prepare and distribute daily, weekly, and monthly performance reports covering key metrics such as call volumes, service levels, productivity, and efficiency indicators.
+ Develop interactive dashboards and scorecards to monitor agent, team, and campaign performance.
+ Provide trend analysis and actionable insights to help leaders make informed decisions.
**Data Integration & Quality Assurance**
+ Aggregate data from multiple platforms (CRM, dialer, WFM, ACD, HRIS) into unified reporting structures.
+ Validate and reconcile data inconsistencies to maintain accuracy and reliability.
+ Implement automation for recurring reports to reduce manual effort and minimize errors.
**Business Support & Insights**
+ Collaborate with Operations, Workforce Management, and Quality teams to identify performance gaps and improvement opportunities.
+ Deliver real-time and hi...
**Data Reporting & Visualization**
+ Prepare and distribute daily, weekly, and monthly performance reports covering key metrics such as call volumes, service levels, productivity, and efficiency indicators.
+ Develop interactive dashboards and scorecards to monitor agent, team, and campaign performance.
+ Provide trend analysis and actionable insights to help leaders make informed decisions.
**Data Integration & Quality Assurance**
+ Aggregate data from multiple platforms (CRM, dialer, WFM, ACD, HRIS) into unified reporting structures.
+ Validate and reconcile data inconsistencies to maintain accuracy and reliability.
+ Implement automation for recurring reports to reduce manual effort and minimize errors.
**Business Support & Insights**
+ Collaborate with Operations, Workforce Management, and Quality teams to identify performance gaps and improvement opportunities.
+ Deliver real-time and hi...