Sr Analyst, WFM Reporting & Analytics

Overview:

Level: Staff IV

Recruiter: Manuel Garcia

Manager: Fernando Guerrero, Manager, WFM Reporting & Analytics

POSITION SUMMARY STATEMENT:

Create, optimize, and automate Dashboards and other Engagement Center metric reports. Provide the

corresponding analysis on a daily, weekly, monthly, quarterly and yearly basis.

Develop & design visual means of reports and analysis along with business interpretations. Periodic reviews

to ensure data accuracy & punctuality.

DETAILED RESPONSIBILITIES:

Established reports and commitments

1. Ensure all established delivery commitments are met and document all report deliveries in the

corresponding trackers.

2. Validate data and calculations accuracy and provide operations team with interpretations of the

information delivered in such reports.

3. Pursue a punctuality goal of 5% and a delivery goal of 98% of the reports they are responsible for.

- Coordinate with teammates to ensure ownership of their deliveries when requesting time off.

4. Report and analyze engagement center results and metrics including, but not limited to, Volume Point

statistics, Engagement Center performance indicators & agent productivity figures.

5. Provide trends visibility and adequate tools to effectivelyonitor WFM Metrics

6. Create Engagement Center & Agent performance presentations (KPIs include Service Level,

Abandonment, Average Handle Time, Occupancy, Shrinkage, etc.)

7. Participate in weekly metrics presentations (creating and analyzing slides and dashboards)

8. Develop and update SQL queries for troubleshooting data and creating ad-hoc analysis as per

business needs.

New developments, innovation, and continuous improvement

9. Support in the implementation of new applications / systems focused on optimizing the resources of

the Engagement Center.

10. Be in a constant search for knowledge, new tools and technologies and propose improvement or

innovation ideas.

11. Seek optimization and automation opportunities to generate efficiencies in MIS processes.

SUPERVISORY RESPONSIBILITIES:

None

Job Qualifications:

REQUIRED QUALIFICATIONS:

Skills:

• Objective oriented

• Attention to detail

• Priority organization

• Excellent verbal & written communication

• Data analysis, interpretation & simplification

• Advanced Excel (Data/Pivot Tables, power query, complex functions)

• Ability to effectively manage confidential/highly sensitive information

• Reaction capacity and change adaptability, time management (Meeting deadlines)

• Simultaneous projects (several projects at the same time)

• Basic knowledge of Call Center (terminology, concepts, metrics, knowledge/definition of Call Center

metrics.

Languages:

• Advanced English (B2)

• Advanced Spanish

Experience:

• Data analysis & review and visualization

• Key Performance Indicator follow up

• Data process optimization

• Data management and/or automation techniques

Education:

• Bachelor’s Degree in a Number Oriented Major (Business Administration, Economy, Logistics, Math,

Statistics, or any Engineering Degree) – Completed

PREFERRED QUALIFICATIONS:

• Familiar with MS SQL Server Technologies (Querying, joining & integration services)

• Power BI (DAX, M language and PowerPivot)

• Reporting device experience (Non-Specific: Ex. Genesys, Salesforce, Avaya Supervisor, Aspect

WFO, Tableau, etc.)

• Knowledge of contact center & WFM technologies or experience in Contact Center

• 1 year experience in a similar position

Permanent