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• Develop reports that accurately report on Customer Operations performance
• Identify trends and interpret data to prepare and communicate results and recommendations to senior management
• Use statistical methodologies to model behaviors and predictive modeling for retention, call volumes, and performance measures
• Serve as a subject matter expert on call center performance metrics analysis, design, development, and the implementation of queries, contact center reports, and dashboards
• Maintain a reporting schedule and documentation of reporting procedures
• Assess, prioritize, and communicate future reporting needs, functions, and strategies
• Collaborate with internal departments such as Commercial to initiate/implement improvements and efficiencies and determine reporting needs
• Create and maintain tools that will automate reporting
• Define and develop requirements for reporting to all levels within the management structure
• Perform 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
• Provide coordination of all workforce planning activities
• Build appropriate resource models to assist in the control and forecasting of headcount requirements and staffing efficiency
• Develop and deliver the workforce planning process/cycle
• Ensure headcount requirements are aligned to budget levels at all times, escalating exceptions through an appropriate approval process
• Provide daily/weekly/monthly/quarterly/YTD reporting on trends, analysis and recommendations

• Minimum of 2 years of experience in reporting and/or analysis.
• Strong analytical and numerical skills, with experience using WFM software.
• Experience in analyzing and reporting data to identify issues, trends, or exceptions to improve results and find solutions.
• Experience identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience using data visualization and reporting tools, with a preference for Power BI.
• Mastery of Microsoft Excel, with SQL experience preferred.
• Experience in time management skills, such as prioritizing, organizing, and tracking details, and meeting deadlines for multiple projects with varying completion dates.