Reports Analyst (Customer Experience)

Basic Information

Ref number

Req_00016986

Primary Location

McKinley

Description and Requirements

Position Summary:

  • Responsible for developing and maintaining reports that will assist internal and external customers in analyzing performance of the business. Maintains compliance to reporting requirements set by the customers that will help meet quality standards.

Functional Responsibilities:

  • The Coaching for Excellence (CfE) Reporting Analyst manages the reports for Coaching for Excellence team covering the following pillars:
  • Coaching Adherence - Creates &  maintain daily coaching coverage, coaching effectiveness, certification, coaching log, global scorecard (links)  and coaching trends by program.
  • Coaching Team Performance Scorecards - Creates, implements and collaborate global ranking for Coaches of Excellence by site
  • Qlikview Support - Gather weekly roster, audit tools accuracy and provides global recommendations for tool adoption
  • Helps CfE Team Leaders in business presentations, mentoring, CfE on boarding activities.

Qualifications:

  • Bachelor's Degree in any field
  • At least 2 years working experience in a call center operations holding similar position
  • Proficiency with MS Office applications (MS Word, Excel, PowerPoint, etc.)
  • Excellent oral and written communication skills
  • Adaptive to changing works schedules
  • Operations with minimal supervision

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