Business Planning Report Analyst Job in Melbourne 32901, Florida Us
Position Summary
The WPA Reporting Planning Analyst primary responsibility is to develop and maintain reports for internal and external customers. The WPA Reporting Specialist works with applications and interfaces associated with call center telephone switches and scheduling software, in addition to, business applications such as Microsoft Visual Basic, Excel, Sharepoint, Access and other databases.
Duties and Responsibilities
- WPA Reporting Specialist
- Work directly with clients and the Percepta management team to develop and modify call statistic and agent performance reports according to the Percepta guidelines.
- Ensure the integrity of reports distributed from the WPA department by employing the standards established by Percepta guidelines, accuracy of reporting to meet or exceed 98%. Distribution of reports to be on time at least 95% of the time.
- Work with Enterprise Resource Planning and Reporting Manager and Technology to create business requirements for new data warehouse feeds. Participate in development and UAT phases of all new reports and provide training to users as needed.
- Liaise with Technology and Operations teams to recommend and develop new user reports or improve existing reports. Gather feedback from users for recommendations.
- Develop automated processes for the WPA department that will increase efficiency while improving employee satisfaction.
- Develop procedures and operating instructions for all reporting processes and applications.
- Provide production support through problems analysis and resolution to correct deficiencies with reporting applications.
- Seek out new opportunities to evaluate data through the utilization of new technologies and tools. Develop new processes and applications for the gathering, and maintenance of site data.
- Provide technical support to WPA Team Leaders as needed. Offer solutions pertaining to workflow efficiency and project management.
- Develop spreadsheets and charts to aid in the analysis of existing programs, including forecasting, trending, and profit loss.
- Provide training and support to WPA staff members; focusing on computer related functions, as well as workforce management skills.
- Have a proactive problem-solving attitude to be able to identify, address, and resolve process issues as well as other issues that may arise.
- Interface with the center’s Information Technology department to ensure the success of each program, and to represent the interests of the WPA department.
- Actively participate in call routing discussions to identify data collection and reporting needs.
- Stay current with WPA Specialists duties and WPA processes in order to assist the WPA team by filling in when needed.
- Provide insight and counsel to the WPA Manager related to the reporting, technology and center efficiency.
- Planning Analyst
- Complete ad hoc labor analysis to determine appropriate staffing levels for process enhancements or prospective business RFQ’s.
- Responsibility for short long term labor management, multi contact type volume forecasting and integration with Client SOW’s for accurate budget tracking and monthly variable labor forecasting.
- Ensure forecasting practices and processes are documented and executed within the COPC standards.
- Create reporting templates for back office functions to streamline the forecasting process for the team and Clients
- Work Environment and Personal Development
- Create a positive work environment that fosters successful team performance.
- Build skill sets and continue to develop proficiency of the department’s systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry
- Projects and Miscellaneous
- Work on activities and/or projects as requested by the Director of Enterprise Resource Planning and Reporting, Site Director or VP of North American Operations.
- Ability to interface with all levels of management including Executives within Percepta and Ford.
- Coordination and relationship management of key internal and external stakeholders, cross-functional department heads, consultants and other support partners as identified.
- Support requests for software application development and data extrapolation as requested by department managers and their teams. Include your manager as requests are made of you to ensure projects are prioritized and the workload is manageable
Qualifications
Education
- BA/BS degree in accounting, mathematics or statistics, or equivalent work-related experience required.
Experience
- Call center support department experience required
- 1-3 Years Call Center WPA or Equivalent Department Experience
- 3-5 Years Call Center Reporting and Data Analysis
- 3-5 Yeas Excel report development utilizing formulas, Pivot Tables, and Visual Basic (VBA)
Skills
- Highly proficient in Access and Excel.
- Experience developing MS Office 2000 applications (MS Excel, MS Access, MS Sharepoint) using Microsoft Visual Basic
- Experience creating and maintaining Pivot Tables.
- Experience with designing reports utilizing OLAP cubes as the data source.
- Experience with Avaya CentreVu Supervisor (CMS) report development and Aspects eWFM Scheduling Software.
- Strong Mathematical aptitude
- Ability to communicate well with other departments, and all levels of management including clients, with minimal supervision.
- Exceptional time management skills
- Strong attention to detail
Other
- Must be available to work varied shifts.
- This position requires a high level of professional integrity. Client and employee information must be kept confidential.
April 26, 2009
• Tags: Business Planning Report Analyst Job in Melbourne 32901, Florida Us • Posted in: General