The Associate Manager ' Contact Center Reporting supports MSCO Contact Center by continuously developing, monitoring and analyzing a broad spectrum of operational data related to contact center call processing efficiency and employee performance. This position provides technical support of CCO databases and software tools and works on the development and support of user requested reports for the specified systems utilized by CCO. Works with management and end user community to develop a clear understanding of user information needs, prioritize the user requests according to business impacts and translate the user requirements into the appropriate report programs. Systems/Databases supported include:
CCO Incentive/Bonus Databases
CCO Performance Management Databases
Contact Center Team & Agent Level Reporting
Receives direction from the Associate Manager ' Contact Center Support. Exercises independent judgment and decision making in accordance with broad objectives established by the Associate Manager - Contact Center Support related to special projects and/or recurring duties. Assumes a leadership role in developing recommendations to improve management reporting and implementation of new tools and resources.
Manages current contact center reports inventory and participates in projects associated with development and integration of new management reports. Oversees planning, construction, execution, verification, and modification of existing reports. Develops and reviews complex SQL statements utilizing appropriate development tools.
Ensuring reporting accuracy through maintaining an advanced level of proficiency in unit level program design, development, testing, and verification of data/report output.
Manages Databases and report production utilizing Visual Basic (VBA), SQL, and HTML programming languages as well as Business Objects (Crystal Reporting)
Communicating and following up with customers to develop requirements to ensure information requests meet and or exceed business needs.
Prioritizing user requests for scheduling purposes.
Working proactively to uncover and identify management reporting needs with each request.
Effectively leading the translation of business requirements into specific management reporting and information deliverables to meet customer expectations.
Periodically conducts quality assurance functions focused on maintaining the accuracy of operations reports.
Acts as the liaison between Contact Center Operations and Information Systems for the purpose of maintaining report production, report accuracy, user permissions, and communicating the business unit's reporting needs and suggestions for improvement.
Adheres to TDS Technical Standard, Project Development Standards, Repeatable Process Standards, TDS Personnel Policies, Department Procedures, Production System Support Standards, and other standards, procedures and guidelines as appropriate.
Bachelors degree or higher OR 4+ years professional work experience
4+ years of experience with Relational Databases Reporting
3+ years experience with reporting, analysis, and troubleshooting tools, including SQL reporting tools and Business Objects (Crystal Reports)
3+ years of experience with MS Office Suite, including MS Access.
2+ years experience utilizing .Net Framework and SQL.
Strong working knowledge of current CCO systems being supported.
Ability to plan and organize multiple tasks and learn rapidly in a new environment.
1+ year of ACD/Call Routing technology.
Strong understanding of information systems including but not limited to data structures, stored object procedures, operating systems.
Working knowledge of Oracle and MySQL.
2+ years experience working with a call center.
Excellent PC skills, good understanding of networking and database connectivity.
Ability to work in a fast paced, high-energy environment with minimal supervision.
Ability to adapt communication styles to meet the needs of all internal customers.
Well developed conceptual thinking skills including good intuition and the ability to make educated decisions based on user needs.
As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. Here is a sample of what we have to offer for full-time employees.
Medical, Dental, Vision, and Life Insurance Eligible Immediately
Paid Time Off:
Vacation, Personal Time, Sick Time, and Holidays
401K Eligible Immediately, Pension, and Flexible Spending Accounts
Education Assistance, Telephone and Internet Concessions
Extensive Training Program, Recognition Programs, Cell Phone Allowance and Mileage Reimbursement
Employment at TDS is subject to post offer, pre-employment drug testing. EEO/AAP Employer.