Homzmart is an eCommerce platform that sells home furniture, goods and also an end to end community connects home professionals with homeowners who can browse home designs, furniture, accessories, and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.

Job Summary:

·Develops business performance reports and analysis that support key decision-making.

·Driving improvement in the customers experience and customer contact center.

·Analyzing, Planning and reporting on All Customer Operations LOB’s (Call Center, Outbound Teams, Backoffice, social media & Live Chat, etc.)

Job Description:

· Analyzes and manages all reporting requirements as related to the contact centers productivity to support both tactical and strategic decisions within the Customer Operations.

· Develops reports that accurately report on Customer Operations performance such as call volume/patterns, service levels, abandon rates, case creation, complaints, email handling, Social-Media, Outbound Campaigns etc. Determines data collection techniques, sampling specifications, and statistical evaluation procedures for information gathering.

· Accurately identifies reports and interprets trends. Based on findings, prepares and communicates results and recommendations to various levels of senior management. Ensures accuracy of all reported data by continually reviewing and analyzing current sources, processes, and systems functions. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.

· Uses statistical methodologies to describe and model behaviors, predictive modeling for retention, call volumes, and performance measures. Serves as a subject matter expert on call center performance metrics analysis, design, development, and the implementation of queries, contact center reports and dashboards.

· Maintains a reporting schedule and documentation of reporting procedures.

· Assesses, prioritizes, and communicates future reporting needs, functions, and strategies. Investigates and troubleshoots reporting issues and problems.

· Collaborates with other internal departments such as IT/Commercial to initiate/implement improvements and efficiencies and to determine reporting needs.

· Creates and maintains tools that will automate reporting. Establishes reporting standards and criteria and maintains data and reporting integrity.

· Defines and develops requirements for reporting to all levels within the management structure, provides and explains guidelines for calculations for metrics and/or analysis.

· Serves as a technical resource to the department in regards to reporting functionality and applications.

· Performs ad hoc duties in accordance to business needs.

· Analyze Incoming volumes, call handling time, and historical data to identify trends and forecast future staffing needs.

· Providing coordination of all workforce planning activities. Schedules, plans, reports.

· Building appropriate resource models to assist in the control and forecasting of headcount requirements and staffing efficiency.

· Developing and delivering the workforce planning process/cycle (Framework in action and reporting)

· Ensuring headcount requirements are aligned to budget levels at all times, escalating exceptions through an appropriate approval process.

· Provides daily/weekly/monthly/quarterly/YTD reporting on trends, analysis and recommendations.

· At least 2 years of experience in reporting and/or analysis.

· 2-3 years of contact center experience.

· Call center planning and scheduling experience.

· Complete understanding of overall operational activities including phone, email, webchat, and social media support.

· Strong analytical and numerical capabilities Experience with WFM software

· Preferred Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).

· Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

· Experience identifying operational issues and recommending and implementing strategies to resolve problems.

· Experience using data visualization and reporting tools (Power BI) preferred Mastery of Microsoft Excel, SQL experience preferred Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.