Call Center Reporting Analyst

Job Description: - Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes - Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions - Collaborate with various internal customers on impact analysis for proposed contact center changes - Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided - Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies - Perform various analyses, formulate conclusions, and present conclusions to management - Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities - Work with business to develop short-term and long-term financial forecasts and budgets - Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results - Provide variance analysis on forecast performance - Develop and maintain reporting tools that help analyze forecasting trends Required: - Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted - 2+ years of non-accounting forecasting/reporting experience - Call Center Data – looking at call center data in relation to call center volume and case handle time - Heavy reporting duties after forecasting the data for the call center line of business - Assist with reporting and creating innovative ways to look at data - Preferred knowledge of - Minitab, Clarabridge, SQL, PowerBI - Reporting/Forecasting/Analytics - Workforce Strategies/Previous Call Center experience - MS Excel/Power BI/Nice Lex