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Reporting Analyst-Call Center (Could be located in Miami or Orlando)
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Muscle Shoals, AL Muscle Shoals, Alabama |
About this job
Job Summary
Develops business performance reports and analysis that support key decision-making, driving improvement in the customers experience and customer contact center.
Note: Position could be located in any of the Walgreens Call Center locations: Muscle Shoals, AL, Miami Lakes, FL and Orlando, FL
Job Responsibilities
* Analyzes and manages all reporting requirements as related to the contact centers productivity to support both tactical and strategic decisions within the call center. Develops reports that accurately report on call center performance such as call volume/patterns, service levels, abandon rates, case creation, complaints, email handling etc. Determines data collection techniques, sampling specifications, and statistical evaluation procedures for information gathering.
* Accurately identifies reports and interprets trends. Based on findings, prepares and communicates results and recommendations to various levels of senior management. Ensures accuracy of all reported data by continually reviewing and analyzing current sources, processes, and systems functions. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
* Uses statistical methodologies to describe and model behaviors, predictive modeling for retention, call volumes, and performance measures. Serves as a subject matter expert on call center performance metrics analysis, design, development, and the execution of queries, contact center reports and dashboards.
* Creates and maintains all departmental databases, spreadsheets, and other tracking mechanisms. Continually reviews and analyzes data maintenance processes to enhance data integrity.
* Maintains a reporting schedule and documentation of reporting procedures. Generates and maintains control documentation of reporting procedures to ensure data integrity and efficiency. Assesses, prioritizes, and communicates future reporting needs, functions, and strategies. Investigates and troubleshoots reporting issues and problems.
* Collaborates with other internal departments such as and IT to initiate/implement improvements and efficiencies and to determine reporting needs.
* Creates and maintains tools that will automate reporting. Establishes reporting standards and criteria and maintains data and reporting integrity.
* Defines and develops requirements for reporting to all levels within the management structure, provides and explains guidelines for calculations for metrics and/or analysis.
* Serves as a technical resource to the department in regards to reporting functionality and applications. Provides training on reporting information and systems use as needed that will aid in productivity.
* Performs ad hoc duties in accordance to business needs.
Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.
As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
Basic Qualifications
* Bachelor's degree and at least 3 years of experience in reporting and/or analysis a OR a High School Diploma / GED and at least 6 years of experience in reporting and/or analysis.
* Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
* Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
* Experience identifying operational issues and recommending and implementing strategies to resolve problems.
* Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
* Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
* Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
* Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
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Develops business performance reports and analysis that support key decision-making, driving improvement in the customers experience and customer contact center.
Note: Position could be located in any of the Walgreens Call Center locations: Muscle Shoals, AL, Miami Lakes, FL and Orlando, FL
Job Responsibilities
* Analyzes and manages all reporting requirements as related to the contact centers productivity to support both tactical and strategic decisions within the call center. Develops reports that accurately report on call center performance such as call volume/patterns, service levels, abandon rates, case creation, complaints, email handling etc. Determines data collection techniques, sampling specifications, and statistical evaluation procedures for information gathering.
* Accurately identifies reports and interprets trends. Based on findings, prepares and communicates results and recommendations to various levels of senior management. Ensures accuracy of all reported data by continually reviewing and analyzing current sources, processes, and systems functions. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
* Uses statistical methodologies to describe and model behaviors, predictive modeling for retention, call volumes, and performance measures. Serves as a subject matter expert on call center performance metrics analysis, design, development, and the execution of queries, contact center reports and dashboards.
* Creates and maintains all departmental databases, spreadsheets, and other tracking mechanisms. Continually reviews and analyzes data maintenance processes to enhance data integrity.
* Maintains a reporting schedule and documentation of reporting procedures. Generates and maintains control documentation of reporting procedures to ensure data integrity and efficiency. Assesses, prioritizes, and communicates future reporting needs, functions, and strategies. Investigates and troubleshoots reporting issues and problems.
* Collaborates with other internal departments such as and IT to initiate/implement improvements and efficiencies and to determine reporting needs.
* Creates and maintains tools that will automate reporting. Establishes reporting standards and criteria and maintains data and reporting integrity.
* Defines and develops requirements for reporting to all levels within the management structure, provides and explains guidelines for calculations for metrics and/or analysis.
* Serves as a technical resource to the department in regards to reporting functionality and applications. Provides training on reporting information and systems use as needed that will aid in productivity.
* Performs ad hoc duties in accordance to business needs.
Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.
As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
Basic Qualifications
* Bachelor's degree and at least 3 years of experience in reporting and/or analysis a OR a High School Diploma / GED and at least 6 years of experience in reporting and/or analysis.
* Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
* Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
* Experience identifying operational issues and recommending and implementing strategies to resolve problems.
* Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
* Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
* Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
* Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
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