Systems Reporting Analyst (REMOTE)

JOB SUMMARYResponsible for effectively and efficiently coordinating and leading the reporting activities, workflow, and processes by administering and maintaining contact center systems.  Responsible for data integrity and analysis of contact center reporting and reporting data sources.  Ensures the standardization and consistency in the creation of reports for process, contact centers, financials, clients, IT, and supplier(s) as well as in ongoing enhancements to real-time and historical reporting across the contact centers.  Collaborate with the contact center leadership team to improve reporting systems and processes.  Provides support to the contact center leadership by participating on special projects/teams as needed. KEY DUTIES/RESPONSIBILITIESResponsible for data integrity and reporting outputs of Contact Center systems to include: Genesys, Configuration Manager, Pulse, VAR IVR, Nuance, Infomart, Aspect Performance Management (AIM), SSRS, RMG Network, Verint, Cold Fusion, Record Management System (RMS), Noble, Adobe Analytics, Pivotal, Live Engage, Agile, and other contact center applications and reporting tools/systems contributing to contact center services. Provides client support on net new program loads and campaigns to include but limited to onboarding and offboarding, customer service personnel in the respective contact center, applications based on program type for the financial services division, and marketing solutions as well as retail channels and offshore. Responsible for setting up internal and client intraday and historical reporting as well as ad hoc and custom reporting. Acts as point of contact for Application Development and Routing for additions, deletions, and changes for current and net new programs. Works with suppliers and IT to install data feeds and ensure data integrity. Works with suppliers to integrate contact center solutions. Develops and maintains contact center and customer reports from subscribing systems. Responsible for standardizing contact center system reports and coordinates the consistency of reporting processes across the contact centers to include implementing best practices. Publishes end of month results for both internal and client facing reporting for financial services and marketing solutions to include validation of contractual service level agreements as well as validating accuracy of data for billing. Works with the contact center leadership team to research reporting discrepancies. Meets with contact center leadership and/or clients to define and document requirements with respect to reporting needs and solutions. Supports contact centers with performance management process establishing appraisal productivity metrics and corresponding rating scales. Coordinates the actions associated with the process changes to include testing. Makes recommendations on performance and process improvements based on analysis performed, to include net new key metrics. Responsible for submission and oversight of net new reporting enhancements to current applications. Responsible for installing and testing new versions of software. Acts as project liaison to include Reporting User Acceptance Testing. Coordinates report request, processes system troubleshooting, planned maintenance recovery, and custom report development with respective business owners and the Application Development Team. Documents report formulas, calculations, and changes to software. Conducts application audits and monitors day-to-day reporting for accuracy. Provides supervision to the Systems Reporting Mentorships. Assist in their training support and development. Responsible for assisting in the onboarding of new contact center personnel with their knowledge of the reporting tools and systems.