Looking for a fantastic new opportunity? Consider our rapidly expanding global technology client!
Our global communications infrastructure client digitally empowers communities to connect with the wider global community increasing prosperity.
They are seeking a talented and resourceful individual to take up the full-time post of Director of Data and Reporting. The successful candidate who could potentially work remotely, will have expertise in data warehouses, data marts, and business intelligence (BI) enterprise reporting. They will provide strategic direction and leadership to a team responsible for delivering accurate, timely, and insightful reports and dashboards for technical and contact center operations. The role will also oversee the contact center workforce management functions, including forecasting, scheduling, and optimizing the performance of a team of omni-channel agents. The position requires working closely with senior management to ensure that reporting and workforce management solutions align with business goals and drive continuous improvement.
Key Responsibilities
- Oversee analysis and assessments of data that identify problems and opportunities within company processes
- Manage the identification and interpretation of patterns in datasets to locate influences.
- Oversee forecasts, recommendations and strategic/tactical plans based on business data.
- Responsible for anticipating change and providing data and analytics solutions.
- Select, develop, and evaluate personnel to ensure increased efficiencies.
- Develop and implement a strategic vision for reporting and dashboarding
- Implement and oversee the use of speech analytics tools to analyze customer interactions, identify areas for improvement of contact center performance and customer satisfaction.
- Provide leadership, guidance and training to a team of reporting analysts and specialists.
- Collaborate with the workforce management team to create optimal schedules for omni-channel agents.
- Monitor and evaluate agent adherence, productivity, and service levels.
- Present reporting and workforce management findings to senior management and clients.
- Stay updated on best practices in reporting and workforce management, exploring new ways to enhance the efficiency and effectiveness of contact center operations.
Qualifications and Skills
- At least 5 years of experience in reporting and workforce management ideally for a contact center preferably in the Telecom or Business Process Outsourcing industry.
- Proficient in using various reporting and dashboard tools and platforms, such as Excel, SQL, Tableau, Power BI, etc.
- Strong analytical and problem-solving skills, able to handle large and complex data sets.
- Experience with speech analytics and able to analyze data driving improved performance.
- Excellent communication and presentation skills, able to convey complex information clearly.
- Strategic thinking and leadership skills, able to develop and implement your vision for the reporting function.