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REPORTING ANALYST CUSTOMER SERVICES

 

Company:

PGI
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Job Reference Number

14571664

Client ID:

RI/REP
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Posted On:

Feb 21 2012

Location:

CLONAKILTY, CORK
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Job Type:

Permanent

Salary:

NOT DISCLOSED
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Benefits:
  • CAR PARKING
  • PENSION / PRSA
  • BONUS
  • LIFE ASSURANCE
  • PAID HOLIDAYS
  • QUINN HEALTHCARE
Reporting Analyst - Customer Service, Permanent position- PGi West Cork
Job Title: Reporting Analyst with Customer Service Skills - Permanent position

Department: Customer Service
Job Summary: Build/Maintain/Analyse Operational Reports in a Customer Contact Centre Environment.

Key Responsibilities:
• Will be producing/maintaining/analysing operational reports which will assist in resource planning.
• Will be completing, daily, weekly and monthly reports for management.
• Will produce reports at all levels from Agent reporting to Customer Service Overview Dashboards.
• Will ensure that target SLAs are met – ASA, Abandon Rate, Service Level etc. on phone/email and chat queues.
• Will work with the management team to highlight improvements based on findings.

QUALIFICATIONS & SKILLS:
• Degree or Diploma Qualification
• At least 2-4 years reporting in a customer service environment with customer service experience.
• Have working knowledge of reporting tools such as Crystal Reports /Business Objects/MS Excel.
• Have working knowledge of back-end Systems such as Symposium and Syntellect in a CS environment. Technical experience is desirable.
• Excellent analytical skills.
• Excellent attention to detail and high level of accuracy required.
• Excellent organisation skills, ability to multi-task.
• Willingness and enthusiasm to learn about new reporting products that will move and help evolve our business.
• Previous experience working in a customer service environment.
ATTRIBUTES:
Excellent interpersonal and communication skills (written and verbal)
• Ability to produce high quality and timely deliverables within time constraints
• Ability to effectively prioritise workload based on business needs.
• Ability to communicate (in a professional and patient manner) with others via email, voicemail, telephone, personal contact
• Ability to read and interpret documents
• Proven ability to work on own initiative
• Thorough & precise approach
• Team player