Job Details

(Job Purpose)The Enterprise Contact Center Reporting and Problem Management Analyst will collaborate with the team, collecting, analyzing, and interpreting data on performance for all lines of business within the organization. This includes top call drivers, trending issues or call spikes, problem management, as well as proactive reports and analysis to ensure operational excellence and customer satisfaction. The position is also responsible for identifying reoccurring issues across the business, spotting trends, analyzing problems, and managing the resolution process through to completion. Principal Duties and Responsibilities Using data and reporting to identify reoccurring issues over a defined time, performing analysis on these issues, and working with internal and external partners to ensure the problem is being working on, updated regularly and progressing towards resolution. Analytical support surrounding collection and analysis of data to determine trends and develop or enhan...Reporting Analyst, Reporting, Analyst, Retail, Business Services, Business