Operational Reporting & Business Intelligence
• Own the development, maintenance, and enhancement of operational reporting solutions supporting Contact Center performance management.
• Deliver accurate, timely, and reliable reporting across key operational metrics, including volume, productivity, service levels, quality, and customer experience measures.
• Design and maintain dashboards, scorecards, executive reporting packages, and self-service reporting tools.
• Ensure consistency and integrity of reporting methodologies, calculations, and KPI definitions.
• Support ongoing reporting requests, issue resolution, and process optimization initiatives.
Analytics & Strategic Insights
• Analyze operational, customer, and interaction data to identify trends, risks, and opportunities.
• Perform root cause analysis and ad hoc research to support business initiatives and strategic decision making.
• Develop actionable recommendations that improve operational performance, employee effectiveness, and customer experience outcomes.
• Present findings and insights to leaders and business partners in a clear and compelling manner.
• Measure and monitor the impact of business process changes and operational initiatives.
Reporting Automation & Modernization
• Identify opportunities to automate manual reporting processes and improve operational efficiency.
• Develop and maintain automated reporting solutions using modern analytics and cloud technologies.
• Support migration of legacy reporting processes to scalable and sustainable platforms.
• Improve reporting reliability, scalability, transparency, and operational supportability.
• Maintain documentation and controls supporting reporting production processes.
Advanced Analytics & AI Solutions
• Leverage structured and unstructured data sources to generate deeper business insights.
• Apply advanced analytical techniques and emerging technologies, including AI-enabled analytics solutions, to improve reporting and decision support capabilities.
• Support development of innovative solutions utilizing customer interaction, complaint, call, and chat data.
• Evaluate and implement tools and methodologies that increase analytical efficiency and business value.
Stakeholder Partnership & Consulting
• Partner closely with Contact Center Operations, Product, Technology, and Analytics teams to understand business needs and priorities.
• Translate business requirements into analytical solutions that deliver measurable value.
• Provide consultation and subject matter expertise on reporting, metrics, performance measurement, and analytical best practices.
• Drive adoption of reporting and analytics solutions through effective communication, training, and stakeholder engagement.
• Serve as a trusted advisor to leaders seeking data-driven insights and recommendations.