Site Reporting Analyst

Company Name:
Asurion
Title: Site Reporting Analyst
Location: TN-Nashville - One Century Place MTS
Other Locations:
TheSite
Reporting Analystpossesses a strong working knowledge
of call center operations, call center metrics, and trend analysis. This
position is responsible for providing clear and concise statistical reporting
in a diverse environment. The reporting analyst is responsible for reporting
historical call center results and identifying opportunities to achieve higher
levels of operational performance.
The Primary Duties
and Responsibilities:
Collects data, creates statistical reports, analyzes
data, identifies trends, creates charts for illustration, and presents
results that provide logical conclusions.
Provide
site, line of business, team and Agent level reporting to ensure that optimal
performance to goals are achieved within the location.
Act
as central communications point for any reporting needs for the call
center operations and Enterprise reporting department
Maintain
and reconcile team rosters in CMS, Aspect, and other data sources as
necessary to ensure accuracy of reporting.
Develop,
automate, and maintain reports as required
Validate
monthly incentive data in a timely fashion and within deadlines
Work
with Operations to develop team assignments and maintain Supervisor ratios
Actively participate
in and support site and enterprise projects and initiatives as applicable
Develop and maintain
strong relationships with Site Director, OMs, supervisors, and Decision Support
staff
Work in conjunction
with other SRAs to ensure consistency in reporting
Other duties as
required
Job Requirements:
Experience
4-year
college degree or equivalent combination of education and experience (i.e.
2 years of education and 2 years experience).
Leadership/Management experience or ability
Statistical
process control and SQL experience preferred
Skills/Knowledge/Abilities
Advanced
knowledge of Microsoft Excel 2007
Knowledge
of Microsoft Office 2003 and 2007 including Word, and PowerPoint.
Knowledge
of Microsoft Outlook as an email client.
Proficient
analytical and troubleshooting skills.
Ability
to develop interpersonal professional relationships and interact with all
levels of internal and external clients.
Excellent grammar, written and
oral communication skills.
Focused
attitude and the ability to work independently with excellent organizational and time management skills.
Must
be able to be stationary at the computer for extended periods of time.
Maintain
a high level of attendance and punctuality in accordance with Asurion's
attendance policy.
Previous
experience with COPC and/or Six Sigma helpful.EOE
About Asurion
For two decades, Asurion has led the technology protection
industry around the globe. The Company provides premier support solutions to
enable optimum use of technology; digital applications to protect their privacy
and provide security; and rapid replacement of lost, stolen, damaged or
malfunctioning devices. Asurion partners with the leading wireless companies,
retailers and service providers enabling them to focus on their businesses and
to provide services that delight their customers. Asurion''s 14,000 employees
worldwide specialize in fulfilling the needs of more than 280 million
consumers. For more information about Asurion, including customer service
ratings and reviews that help drive continuous improvement, please .
Experience
4-year college degree or equivalent combination of education and experience (i.e. 2 years of education and 2 years experience).
Leadership/Management experience or ability
Statistical process control and SQL experience preferred
Skills/Knowledge/Abilities
Knowledge of Microsoft Office 2000 or 2003 including Word, Excel, and PowerPoint.
Knowledge of Microsoft Outlook as an email client.
Proficient analytical and troubleshooting skills.
Ability to develop interpersonal professional relationships and interact with all levels of internal and external clients.
Excellent grammar, written and oral communication skills.
Focused attitude and the ability to work independently with excellent organizational and time management skills.
Must be able to be stationary at the computer for extended periods of time.
Maintain a high level of attendance and punctuality in accordance with Asurion's attendance policy.
Previous experience with COPC and/or Six Sigma helpful.
Travel
Less than 25% per year within the U.S. or International.
Licensing:
This position may require that you hold a valid insurance license. Failure to pass the insurance license exam or an inability to obtain or maintain the required license(s) will result in forfeiture of the position.
If you are not currently licensed, but have taken and failed the insurance licensing exam or have otherwise been unable to complete the licensing application processyou will not be considered for this position.
About Asurion:
Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers, gaming systems and more, Asurion, together with sister-companyNEW,provides more than 200 million consumers worldwide with best-in-class service, repair, replacement and delivery. The company also provides products which can protect a consumer's wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 10,000 employees and operates in six countries across three continents. For more information, please .
EOE Call Center Operations - Administration
Organization: SVP_PSS
Site Reporting Analyst
TN-Nashville - One Century Place MTS

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