Reporting Director

Key Responsibilities 

• Oversees analysis and assessments that identify problems within company processes, using data from internal and external sources.
• Provides insight to decision-makers.
• Manages the identification and interpretation of patterns in datasets to locate influences.
•  Oversees forecasts, recommendations and strategic/tactical plans based on business data and market    knowledge.
• Responsible for anticipating change and providing data and analytics solutions.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
•  Develop and implement a strategic vision for reporting and dashboarding within the technical and contact center spaces.
• Ensure the quality, accuracy, and consistency of data and reports, and troubleshoot any issues or discrepancies.
• Analyze and interpret data and reports, providing actionable insights and recommendations to drive continuous improvement in performance and customer satisfaction.
• Implement and oversee the use of speech analytics tools to analyze customer interactions, identify trends and areas for improvement, and provide actionable insights to improve contact center performance and customer satisfaction.
• Provide leadership, guidance, feedback, and training to a team of reporting analysts and specialists.
•  Collaborate with the workforce management team to forecast contact center volumes and create and maintain optimal schedules for omni-channel agents.