Skillety
Location
Secunderabad | India
Job description
Prepare and send daily / weekly / monthly departmental performance reports, executive summaries, and
analysis to internal and external stakeholders as per agreed timelines and formats
Deliver ad-hoc reports and analysis to support business decision making on the fly
Validate CS and customer data and collaborate with the technical teams to resolve any identified problems
Maintain up-to-date and detailed documentation of the current reporting landscape (specifications, definitions,
timelines, distribution lists, SQL queries, execution guides, etc.)
Participate in CS projects to ensure data needs and new tool reporting requirements are identified and met
Administrate the reporting aspects of CS tools in collaboration with the relevant tech teams
Drive the optimization of all reporting through automation and usability enhancements
What we need from you:
Knowledge and experience in data analysis / business intelligence
Ability to match reporting requests to available data and to translate business needs into data requirements
Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio
Advanced knowledge of and experience with MS Excel
Good knowledge of and experience with MS PowerPoint
Some knowledge of and experience with database structures, VBA automation, CRM / Case management tools (Zendesk, Salesforce and similar), BI tools (e.g. Microstrategy, Tableau, etc.)
Experience in performance and KPI reporting within a contact center or similar environment and solid understanding of contact center metrics is strongly desired
Excellent verbal and written English
Strong communication skills
Collaborative nature, ability to work both independently and as part of a team
A strong sense of initiative, willingness to lead and drive tasks to completion, to improve and optimize
Job tags
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