Develop and administrate reporting systems for WFM.
Assists with tracking, analyzing and reporting contact center and agent performance
Works WFM Department, WFM Manager, and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis of key business objectives for activities related to production management, including:
Ensuring the data described above is in a usable format for various levels of management and is distributed in timely manner.
Ensuring data/report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure accuracy of report data.
Interacting with internal customers to clarify report requests and determine report
Obtaining consensus and sign-off on reports based on specifications and business requirements.
Creating, modifying and/or enhancing existing reports and providing other types of data files as needed.
Participating in various meetings with teams to understand, document and execute on business requirements.
Documenting all information related to each report generated (code, process to run report, exactly how report is run, metric definitions, calculations, etc.).
Providing analysis of data in other systems and work with other groups to solve issues or operational reporting challenges.
Maintaining, updating and publishing daily/weekly/monthly WFM-related reports, and other reports as requested.
Performance Reports by Rep/Team for the call center.
Performs other related duties as directed by Manager
Assist on any action or active plan needed to improve floor performance.