Mgr Reporting/Analytics
Education and Experience:
- Bachelor of Science or Arts degree
- Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 5+ years) or equivalent and relevant combination of education, training, & experience.
- 1+ year of leadership responsibility
- Workforce Management experience highly preferred
- Experience with a workforce optimization tool like Genesys Optimizer highly preferred
- Knowledge of call center processes, technology and concepts
- Excellent organizational skills and strong attention to detail
- Time management and multi-tasking skills
- Effective verbal and written communication skills
- Excellent problem solving and data analysis skills
- Computer skills including Microsoft Office tools
- Ability to work in a collaborative team environment
- Leadership skills
- Training/Mentoring skills
- Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the position requires languages other than English
- Work is performed in an office environment with exposure to electrical office equipment.
- Frequently drives to site locations and frequently travels both domestic and international.
- Frequently stationary for 6-8 hours per day.
- Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
- Moderate mobility required.
- Occasional crouching, stooping, bending and twisting of upper body and neck.
- Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs.
- Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
- Able to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.
- Frequently interacts with others, relates sensitive information to diverse groups both internally & externally.
- Ability to apply basic principles to solve conceptual issues.
- Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task.
- Regular and consistent attendance.
PPDMC