Reporting, Analytics, and Logging Agent
About The Position
The Reporting, Analytics, and Logging Analyst (RAL) performs a variety of roles in support of successful service delivery and operational excellence. The RAL will monitor call queues to alert leadership of service failures or calls needing immediate remediation, create and send daily performance reports, prepare presentation materials for operations performance meetings, run forecast and staffing models using contact center tools, and handle calls as needed for platform management. The RAL will also log cases within LiveVox, create reports around case loads and service levels, and assign cases. This role requires assisting agents and leadership with issues related to phones, LiveVox, and basic computer functionality.
Requirements
- High School diploma, some college preferred.
- High level proficiency with Microsoft Office applications.
- High proficiency in MS Excel required.
- A strategic mindset to problem solving and craft win/win solutions.
- Previous experience with a CRM (customer relationship management) system is preferred.
- Previous experience using Salesforce.com is a plus.
- Ability to work both in a team and independently.
- Excellent organization and ability to multi-task required to handle multiple priorities.
- Very detailed oriented and accuracy is a must.
- Technically savvy ~ able to quickly pick up and maneuver through several different systems.
- Willingness to become the subject matter expert on the CRM Platform.
- Ability to work in a fast pace office environment.
- Excellent communication skills.
- Ability to work with a high level of professionalism at all times.
- Flexible schedule - Ability to work weekends, evenings and holidays.
Nice To Haves
- Hotel/timeshare experience a plus.
Responsibilities
- Monitor inbound call performance queues, identify service issues and alert for action.
- Log cases into LiveVox.
- Report caseloads.
- Assign cases to Customer Relations Agents.
- Track 800 numbers and their placement.
- Set up voicemail.
- Act as key liaison to LiveVox.
- Prepare operations performance reports by pulling data from multiple systems (TSW, SPI, and other platforms including LiveVox).
- Prepare formal presentations using advanced Excel, PowerPoint and other technical skills.
- Create reports and communicate findings to leadership.
- Create Outbound Campaigns within LiveVox.
- Create Services and Skills within LiveVox.
- Create Logins and assist with password issues within LiveVox.
- Send daily reports to all agents and leadership.
- Effectively communicate any issues or trends that arise.
- Anticipate needs as communications are shared.
- Prepare reporting.
- Track skilling and agent KPIs.
- Crosscheck reporting to ensure accuracy.
- Perform other duties as required.
- Comply with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws.
- Ensure confidentiality, reliability, quality, and productivity.
Benefits
- Great hourly pay and opportunity for professional GROWTH
- Year-round work at a company with a NATIONAL presence!
- Medical, Dental, and Vision Insurance options
- 401(K) contribution after 90 days
- Paid Life insurance, short-term and long-term disability, and MORE
- Flexible Spending Account
- Paid Time Off & Holidays
- Discounted vacation stays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
