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Data Reporting Analyst

Robert Half

This is a Full-time position in Reading, PA posted July 17, 2021.

Ref ID: 03740052 Classification: Data Reporting Analyst Compensation: $27.71 to $32.09 hourly Robert Half is seeking a Data Reporting Analyst in the Reading, Pennsylvania area.

Our client is looking for someone who is eager to join a growing team.

For consideration, please apply and contact me directly
– Abigail Fox.

Key Responsibilities Responsibilities and essential job functions include but are not limited to the following:
• Analyze call center volume, productivity and patterns to ensure staffing levels are optimized.

• Design and maintain schedules on a daily, weekly, monthly interval basis based on Service Level Agreements (SLA) and abandonment rate objectives.

• Develop and maintain sophisticated forecasting models, extract data from multiple systems and complete adhoc reporting and communicate situational information to department management.

• Analyze data and develop written reports and summaries for internal and external sources.

• Manage Key Performance Indicators (KPI) related service levels, average hold times, training completion and other metrics.

• Work with department management to develop and implement call monitoring scorecard with use of KPI’s.

• Ensure that interval level performance achieved across all business days and operational hours.

• Provide feedback to department management regarding agent performance through use of scorecard and call monitoring observation.

• Train team leaders on reporting tools and metrics.

• Open tickets via Verint ServiceNow system for issue resolution and follow up to ensure concern is being handled.

• Work one on one with Verint to resolve issues and conduct testing of changes to the system.

• Troubleshoot issues with equipment/software and escalate to service desk/Verint if necessary.

• Attend regular weekly meetings with Verint to discuss open issues and upcoming changes/enhancements to the system.

• Use MARA to license new users and also remove licenses from termed coworkers linking of new users to the Rentokil active directory using the same software.

• Create and update evaluation forms in MARA.

• On-board and train new locations.

• Assure new users are set up in the system prior to go live date and conduct testing of their account prior to their training.

• Reset phone pins and voice-mail passwords if needed.

• Identify trends of implemented solutions to determine the expected financial impacts of changes and identify any unexpected changes both positive and negative.

• Manually pull and manipulate data export information from various mediums to feed to management.

• Perform system and application analysis to identify contact channel trends, validate accuracy and provide opportunities for improvement.

• Strict attention to detail and deliver high quality results in a deadline driven environment.

• Knowledge of developing and implementing process improvement.

• Successful in applying analytical skills and project management methodologies and practices.

• Maintain confidentiality of sensitive employee, customer and company data without exception.
Job Requirements:
Microsoft Excel, Google Sheets, SQL Queries, Data Analysis
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis.

From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf.

We provide access to top jobs, competitive compensation and benefits, and free online training.

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When you work with us, you’re working with the best.

Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.


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