- Examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control: Reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.
- Confers with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements.
- Regular communication & correspondence with Operations team to ensure that client expectations and standards are consistently met.
- Provides reports & analysis spanning across all major and secondary KPIs. Coordinates with all metric POCs to ensure all data source are accurate.
- Proactively provides feedback to Operations & Program Management if any concern is identified regarding data integrity & downward trend in performance.
- Maintain program dashboard that will show Daily, Weekly, and Monthly performance per Center Level, Manager Level , Team Leader Level, Call Drivers, Tenure Bucket Level and Agent Level.
- Maintain program scorecard for agents for the entire program.
- Functions as back-up for other Reports Analysts for other centers as needed.
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