Reporting Analyst

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

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 :

Experience :

Knowledge, Skills, Abilities & Other Characteristics :

Position Scope

Relationships :

Work Environment

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.