Reporting Analyst

Job Summary: Provide data and supporting statistics to track and continually improve, troubleshoot and coach call center staff. Perform daily and weekly performance calculations and distribute reports on key metrics such as handling time, hold time, calls per hour and transfer rate. Identify and develop new reporting methods and tool that will lead to improvement in key metrics. Identify process improvement, based on analysis and interactions with Operations and support groups. Streamline and automate processes and reports. Other duties as assigned. Job Functions: Perform analysis, investigation, and evaluation on business data - 45% Project management functions and facilitation of project team meetings – 25% Manage requests and requirements resulting from interactions with Business Owners, data analysis - 20% Key Job Responsibilities: Assembles, analyzes and evaluates internal operation Publicada el 2014-07-24 en el portal oficial de empleos de Alorica; se aplica en línea.