The Contact Center Reporting Analyst is responsible for the maintaining and improving both Call Center and Fulfillment reporting. Other responsibilities will include operational, procedural, and data analysis requests to achieve business objectives, improve efficiencies, and deliver exceptional customer experiences.

Job Description

This role will provide departmental support including but not limited to;

  • Drive business initiatives by proving material support for cross-team report development
  • Supporting the workforce management function through adjusting and maintaining system configurations in both Kronos and in PureCloud
  • Working with PureCloud support to troubleshoot data-clarity issues, as well as improve SimpliSafe’s internal knowledge of available measures in the PureCloud Platform
  • Providing support to cross-team reporting coordination and efforts
  • Coverage for key WFM Fulfillment reporting
  • Assisting the Workforce Management team with various ad-hoc reporting needs

Job Requirements

The following are required for this position;

  •  2+ years in a business-facing reporting/analytical role
  •  Strong analytical skills, as well as a well-developed sense of urgency and follow-through
  •  Ability to handle multiple projects under pressure
  • Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in an organization
  • Ability to make sound judgment calls displaying a heightened level of accountability, a sense of responsibility, confidentiality and professionalism
  • Work collaboratively within a team and across departments, and maintain a positive attitude
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint)
  • Display a professional, detail-oriented and proactive approach
  • Experience with platforms such as Genesys, Aspect, or NICE, and/or Kronos a plus
  • Bachelor’s degree in management, MSIS, or similar

Apply for this Job

* Required