Reporting & Analytics Manager Job Listing at Kaplan in Orlando, FL

Computer Software, Media / Publishing

Reporting & Analytics Manager
Req # 21443BR
Division Kaplan Test Prep
State Florida
City Orlando
Full Time/Part Time Full-Time
Required Working Hours Days
Job Description
Purpose:
To provide timely and accurate data on agent and queue call metrics, sales performance, sales agent commissions, and customer satisfaction rating to Call Center Managers and Directors, as well as other interested parties in Kaplan.

Responsibilities:

* Daily generation and distribution of daily, MTD, and YTD reports on call metrics drawn from a variety of telecom reporting systems.

* Tracking sales agent performance through Golden and determining commission payouts.

* Sending out, tracking, and reporting on customer satisfaction surveys on a daily basis using Qualtrics.

* Breaking down and reporting on call type using Salesforce and archived call data.

* Maintaining a historical archive of previous reports for analyzing and reporting on trends.

* Building new reports as needed to support Call Center projects and business needs.

* Providing support to Call Center managers and directors by providing reports, analysis, and assistance interpreting data.

* Using existing data and trends to generate sales and call projections for budgeting and planning purposes.

Requirements:

* Bachelors Degree required

* 2+ years Experience with Excel, SQL

* Familiarity with Genesys Workforce Management tool

* Excellent interpersonal, communication and presentation skills

* Problem solving, decision making and creative thinking abilities

* Excellent analytical and quantitative skills