Call Center Quality Assurance/Reporting Technician

Position Summary

Develop, maintain, and analyze performance reports for Customer Relations Division. Develop and prepare scorecards, reports, and analysis. Assist in workforce planning in maintaining Genesys WFM software,basic knowledge of excel, report service levels and analysis.

Supervisory Responsibilities

This position does not have formal supervisory responsibilities over other employees.

Essential Duties and Responsibilities

• Assist and collaborate with departmental supervisors and manager with establishing specific performance goals, programs, and guidelines to ensure Customer Relations representatives are meeting performance expectations. Assist and provide support to supervisors including scheduling, reporting, and billing.
• Create high level reports for forecasting and reporting service levels for use within the section and division. Make staffing and capacity planning recommendations based on analysis.
• Research and analyze large data sets to assist with determining actionable insights to assist management in making decisions to resolve/improve call center issues/problems.
• Perform basic research on root cause of data anomalies that are uncovered through normal course of analysis.
• Prepare customer surveys using survey platform and collect response data for reporting results to business units.
• Independently create agent performance score cards and can articulate calculations to business owners.
• Conduct monthly meetings with call center business owners to provide score card analysis and answer detailed questions on metrics.
• Report daily call center metrics and has an understanding of call center ideology, including: Telephony, WFM, and Genesys.
• Assist with performing Genesys schedule updates, Real Time Adherence, and Agent Schedule Adherence.
• Create and review reporting needs including performance, forecasting, capacity planning, and workforce management. Must meet reporting deadlines and auditing goals.
• Collaborate with Customer Relations section heads to obtain information on section training, quality, and capacity planning needs.

Skills/Competencies

Demonstrate advanced experience using Excel, including: vlookup, advanced conditional formatting, pivot tables, charts, and graphs.

The following discipline(s) fall under this job description:

• None.