Reporting Analyst

Alorica Inc

Essential Duties & Responsibilities

• Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.
• Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner.
• Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations' purposes.
• Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases.
• Provides immediate feedback or updates to the management team as to the center's performance.
• Audits reports and uses available resources to confirm accuracy
• Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues
• Coordinates with WFM regarding data sources and other related reports
• Facilitates the monitoring of performance recognition and incentive programs every month/pay period
• Completes other duties and projects as required.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Qualifications & Requirements

Education:

• Bachelor's Degree or equivalent relevant work experience.

Experience:

• One to three years related experience.

Knowledge, Skills, Abilities & Other Characteristics:

• Must have above average data analysis and problem-solving skills
• Outstanding organizational skills and the ability to handle multiple projects while meeting deadlines without sacrificing the quality of work
• Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS). Knowledge in MS Access databases, Microsoft SQL and .Net environment and/or other web applications would be an advantage
• Must possess strong interpersonal and communication skills to work effectively with management and clients
• Ability to work individually on a project or in a team environment with technical and non-technical colleagues
• Must be comfortable working with highly confidential data as well as learning data at a company-wide level.
• Demonstrated ability to work in a fast-paced environment
• Must be available to work flexible hours to support hours of operation

Position Scope

• Supervisory/Management Responsibility: Yes

Relationships:

• Internal- Associates, all management levels
• External- local and government agencies

Work Environment

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.