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Form of workJob Description:
Epiphany Management Group is actively recruiting a Data and Reporting Analyst to build and maintain BI and analytics solutions that help key stakeholders understand call center data, trends and Reporting as well as providing insight to drive decision-making for the Call Center Leadership Team and Executive Leadership Team.
The position’s primary responsibility is to transform raw data into interactive and simple-to-understand dashboards to better understand trends and to equip the team with relevant business data to educate clients and internal team members accordingly.
This position is a Full Time, Salaried position (40 hours per week) Monday – Friday from 8AM – 5PM EST, but hours could be flexible and work around a student schedule.
Responsibilities:
Produce and deliver tracking and Reporting for key KPIs and SLAs
Design key dashboards and scorecards for Senior Leadership and Business Unit stakeholders (Team Leaders, Training Team, Quality Analysts/Analysts, etc.)
Create reporting tools and processes that allow key stakeholders to clearly understand data that leads to informed business decisions.
Perform ad-hoc data analysis to support business initiatives.
Create and maintain efficient and secure systems for recording Data and producing relevant documentation.
Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality.
Write queries to extract or acquire data from primary or secondary data sources and maintain databases/data systems.
Interpret data, analyze results using statistical techniques and provide ongoing reports.
Identify, analyze, and interpret trends or patterns in complex data sets.
Filter and “clean” data
Work with management to prioritize business and information needs.
Locate and define new process improvement opportunities.
Maintain contact center databases as defined.
Required Skills/Abilities:
Proven working experience as a Data Analyst or Business Data Analyst
Technical expertise regarding data models, database design development, data mining and segmentation techniques
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