Job LocationProvidence, East Demarara, Guyana
As a Report Analyst member at Qualfon, you will be in-charge of collecting data and analyzing the center’s overall performance on Quality metric. Provide insightful reports to contribute to crucial organization decisions along with SOM/OM and Account Managers, Creating the site strategy and action plan for all skills and groups. Also, Identifying and communicating the trending and creating remedial plans, etcetera.
Area of expertise (Skills)
- 6 months to 1 year related work experience preferably in a Call Center setting
- Intermediate to Advance level of Excel skills
- Schedule Flexibility
Main Objectives and Duties
1. Bi-Monthly and Monthly Scorecards (operations managers)
○ Retrieves Daily CMS Staffed Hours, Idle Time, Transfer Rate and Hold Time
○ Caters daily disputes from Operations.
○ Consolidates Metrics and calculates required Scorecard per Agent
○ Prepares and submits a separate Scorecard Ranking to Account Senior Operations Manager for calculation of Monthly Performance Bonus per agent.
○ Constantly communicates with Account Managers and Supervisors.
2. Daily and Monthly Productivity, Occupancy, Port Productivity and Master Reports
○ Retrieves Daily CMS Staffed Hours, Idle Time, DownTime, attendance and Required Hours; Retrieves CMS Staffed Time, Aux Time, Hold Time, Avail Time, ACD Time and ACW Time; retrieve CMS and Operations Data
○ Consolidates all Port Cases for the site and calculates the productivity of each Port Agent
○ Consolidates and Calculates required fields for the Master Report.
○ Calculates Occupancy of the Center
3. Daily, Weekly and Monthly Transfer Rate, Verint Adherence, CMS Staffed Time, Absences, Attrition and Late Reports
4. Daily Overbreak and KPI Report
○ Retrieves CMS Staffed Time and Aux Time; CMS
and Operations Data
○ Consolidates and Calculates required fields for the KPI.
○ Calculates Overbreak per agent
5. Monthly Billing and Invoicing Hours Report
○ Retrieves CMS Staffed Time including Staffed Time
6. Daily, Bi-Monthly and Monthly Payroll Reports (of the
○ Consolidates Agent and Staff Schedules and creates an improvised schedule for the payroll.
○ Calculates Night Differential for each Agent (if the case).
○ Calculates correct hours per agent for the payroll.
○ Consolidates Daily Staffed Time disputed daily.
7. Daily Hours Report (Accountability of Hours) ○ Opens all CMS Staffed Time, Idle Time, and Down Time
○ Checks and Calculates discrepancy of Hours
8. Online Reports Maintenance (Web Based Report
○ Performs Administrative Task for Online Reports.
User, Password, Category and Report Maintenance.
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