CBS Interactive is a premier online content network for information and online operations of CBS Corporation as well as some of the top native digital brands in the industry. Our websites dive deep into the things that people care about: business, entertainment, games, news, sports and technology. With more than 290 million unique visitors each month, CBS Interactive is a global top 10 web property and one of the largest premium content networks.
Reporting Analyst possesses a strong working knowledge of call center operations, call center metrics, and trend analysis. This position is responsible for providing clear and concise statistical reporting in a diverse environment. The reporting analyst is responsible for reporting historical call center results and identifying opportunities to achieve higher levels of operational performance.
The Primary Duties and Responsibilities:
Collects data, creates statistical reports, analyzes data, identifies trends, creates charts for illustration, and presents results that provide logical conclusions.
Provide site, line of business, team and customer service representative (CSR) level reporting to ensure that optimal performance to goals are achieved within the location.
Act as central communications point for any reporting needs for the call center operations and Enterprise reporting department
Maintain and reconcile team rosters in staff planning systems and any other data source to ensure accuracy of reporting.
Other duties as required.
4-year college degree or equivalent combination of education and experience (i.e. 2 years of education and 2 years experience).
Leadership/Management experience or ability
Statistical process control and SQL experience preferred
Knowledge of Microsoft Office including Word, Excel, and PowerPoint.
Knowledge of Workforce Management Systems and tools.
Experience using salesforce
Proficient analytical and troubleshooting skills.
Ability to develop interpersonal professional relationships and interact with all levels of team members or vendors.
Excellent grammar, written and oral communication skills.
Focused attitude and the ability to work independently with excellent organizational and time management skills.
Must be able to be stationary at the computer for extended periods of time.
Previous experience with COPC, Lean Process Management and/or Six Sigma helpful.
Must successfully pass a background check.
In addition, CBS will be guided by applicable federal, state and local laws when considering for employment qualified applicants with criminal histories.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled
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