Vericast is a premier marketing solutions company that accelerates profitable revenue growth for the thousands of businesses it serves directly by influencing consumer purchasing and transaction behavior at scale while engaging with over 120 million households daily.  We are recognized as leading providers of incentives, advertising, marketing services, transaction solutions, customer data and cross-channel campaign management, and intelligent media delivery that create millions of customer touch points annually for their clients.  For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

JOB SUMMARY

Responsible for effectively and efficiently coordinating and leading the reporting activities, workflow, and processes by administering and maintaining contact center systems.  Responsible for data integrity and analysis of contact center reporting and reporting data sources.  Ensures the standardization and consistency in the creation of reports for process, contact centers, financials, clients, IT, and supplier(s) as well as in ongoing enhancements to real-time and historical reporting across the contact centers.  Collaborate with the contact center leadership team to improve reporting systems and processes.  Provides support to the contact center leadership by participating on special projects/teams as needed.

KEY DUTIES/RESPONSIBILITIES

• Responsible for data integrity and reporting outputs of Contact Center systems to include: Genesys, Configuration Manager, Pulse, VAR IVR, Nuance, Infomart, Aspect Performance Management (AIM), SSRS, RMG Network, Verint, Cold Fusion, Record Management System (RMS), Noble, Adobe Analytics, Pivotal, Live Engage, Agile, and other contact center applications and reporting tools/systems contributing to contact center services. Provides client support on net new program loads and campaigns to include but limited to onboarding and offboarding, customer service personnel in the respective contact center, applications based on program type for the financial services division, and marketing solutions as well as retail channels and offshore. Responsible for setting up internal and client intraday and historical reporting as well as ad hoc and custom reporting. Acts as point of contact for Application Development and Routing for additions, deletions, and changes for current and net new programs. Works with suppliers and IT to install data feeds and ensure data integrity. Works with suppliers to integrate contact center solutions.

• Develops and maintains contact center and customer reports from subscribing systems. Responsible for standardizing contact center system reports and coordinates the consistency of reporting processes across the contact centers to include implementing best practices. Publishes end of month results for both internal and client facing reporting for financial services and marketing solutions to include validation of contractual service level agreements as well as validating accuracy of data for billing. Works with the contact center leadership team to research reporting discrepancies.

• Meets with contact center leadership and/or clients to define and document requirements with respect to reporting needs and solutions. Supports contact centers with performance management process establishing appraisal productivity metrics and corresponding rating scales. Coordinates the actions associated with the process changes to include testing. Makes recommendations on performance and process improvements based on analysis performed, to include net new key metrics. Responsible for submission and oversight of net new reporting enhancements to current applications.

• Responsible for installing and testing new versions of software. Acts as project liaison to include Reporting User Acceptance Testing. Coordinates report request, processes system troubleshooting, planned maintenance recovery, and custom report development with respective business owners and the Application Development Team. Documents report formulas, calculations, and changes to software. Conducts application audits and monitors day-to-day reporting for accuracy.

• Provides supervision to the Systems Reporting Mentorships. Assist in their training support and development. Responsible for assisting in the onboarding of new contact center personnel with their knowledge of the reporting tools and systems.

EDUCATION

• Bachelor’s degree or equivalent experience.

EXPERIENCE

• Minimum 5 years' professional work experience preferably in a call center environment with reporting systems
• Prior reporting analysis experience with emphasis on data mining and performance/process improvement recommendations
• Prior experience with IT related systems and infrastructure; DB2 database and SAP.  Reporting tools such as: Crystal Report Writer or Cognos.

KNOWLEDGE/SKILLS/ABILITIES

• Knowledge of contact center components and flow
• Knowledge of overall voice network; knowledge of database structures.
• Excellent mathematical and reasoning ability.
• Knowledge for all contact center reporting elements and infrastructure; Genesys, Configuration Manager, Pulse, and VAR IVR, Nuance, Infomart, Aspect Performance Management (AIM), SSRS, RMG Network, Verint, Cold Fusion, Record Management System (RMS), Noble, Adobe Analytics, Pivotal, LiveEngage, Agile.
• Superior interpersonal skills, oral communication, written communication, organizational skills, reasoning ability, and accuracy. Above average grammar, math, punctuation/capitalization, reading speed, reading comprehension, spelling, data entry accuracy, and checking accuracy.
• Advanced Excel is required.

COMMUNICATION AND CONTACTS

• Contact Center leadership, business requirements gathering client, business requirements gathering suppliers, technical connectivity issues and troubleshooting, support IT, technical connectivity and troubleshooting support on-call as needed for user acceptance testing and technical issues.

DECISION MAKING

• Develop formulas for data presentation, forecasting of calls, and personnel.
• Ability to analyze multiple data sources for recommendation on process changes. 
• Critical thinking and ability to be self-directed, acts on behalf of manager as requested. 

PHYSICAL DEMANDS / WORKING CONDITIONS

• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the body.  This kind of work involves sitting most of the time.

Salary:   $60,000 - $65,000 

The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities.

Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at [email protected]. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

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