Manager Contact Center Reporting Job in Atlanta 30301, Georgia Us

BCD Travel is one of the largest and fastest growing travel companies, operating in more than 90
countries. We are one of the best places to work because of our fundamental commitment to employees.
We look for service-minded people interested in helping us maintain our reputation for service leadership
and extraordinary results.

We have an exciting opportunity for an experienced Manager who will be responsible for the design and development of reporting data from our Travel technology suite of tools and the analysis of the data regarding continuous improvement. This is a virtual position and candidates will work from home and can live anywhere in the US.

** This is a Virtual position - candidates will work virtual from a home based office. An excellent working knowledge of call center metrics and supporting calculations is required. Travel industry knowledge is desired, but not required. **

JOB SUMMARY
This position is responsible for the design and development of reporting data from the contact center technology suite of tools, and the analysis of that data in support of continuous contact center improvement. This individual acts as a liaison in information exchange, requirements gathering, and problem resolution and is responsible for satisfying customer expectations by ensuring the data quality of reports. Requirements include providing recommendations for product and/or process improvement, training, and documentation of both process and issues, and collaboration with appropriate technical, operational, and vendor personnel to attain desired results.

RESPONSIBILITIES INCLUDE:
* Support Contact Center Consulting in providing strategic direction and requirements to support client needs using appropriate business analytic methodologies and process documentation. Objectively communicate pros and cons in the request along with alternative cost effective recommendations.
* Support CCS staff with data analysis as requested to contribute to ongoing contact center efficiency projects, including scheduled, repeating requirements (dashboards, etc.) and unscheduled single project needs.
* Build and maintain dashboards, flash reporting and/or other scorecard requirements
* Responsible for documenting and gathering detailed requirements for all reporting requests.
* Ensure that all reports, formats and extracts are created in a professional format.
* Ensure developed reports are distributed to the customer on a one-time basis where required, or facilitate scheduling and regular distribution of material, recommending the BCD IT preferred process for delivery and storage (e.g. mailboxes, shared folders, etc.)
* Maintain support for version control; look-up tables and data dictionaries, maintain updated report library and reference material
* Perform reporting demonstrations when needed
* Ensure the timely and accurate distribution of reporting for customers where controllable. Ensure the quality of the end-product. Communicates distribution issues to appropriate management. .
* Participate in periodic review of Accounts/Reports.
* Responsible for continuous process improvement. Identify, resolve and communicate data integrity issues.
* Supports third party data acquisition, reporting software, and variety of databases, oversees rollout of new product releases and validates new reports data
* Manage issues and update issue tracking database
* Adhere to Support Desk process, inclusive of ensuring proper routings and priority levels.
* Maintain Support Desk database to provide statistical reports on internal activity, customer data, and trend reporting.
* Responsible for staying abreast of contact center best practices in reporting and benchmarking.

Qualifications:
* Four (4) years of experience in data reporting, analytical work, or other similar field
* Thorough knowledge of database management and data manipulation.
* Demonstrated ability to produce high quality work with reporting tools and data delivery
* Excellent grasp of Contact Center Terms, metrics, and supporting calculations
* Advanced knowledge of Excel
* Able to work extended and / or off-hours as required
* Knowledge of SQL and relational database preferred
* Travel Industry knowledge desired, but not required.

Physical and Mental Requirements:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical:
* Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.
* Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
* Requires ability to move about to access file cabinets, office equipment, etc.
* Requires ability to operate a computer, telecommunication's devices and other office equipment for prolonged periods of time throughout the work day.
* Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
* Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require ability to receive detailed information through oral communication, in person or via telephone, and to make fine discriminations in sound.
* Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
* Requires ability to work other shifts and weekends and in excess of 40 hours/week, as necessary.

Mental:
Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.

Travel (for positions requiring travel):
Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage

BCD Travel provides a competitive salary and an excellent benefits package. To find out more about BCD Travel visit our website at www.bcdtravel.com . We are an Equal Opportunity Employer M/F/V/D.

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