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Data Management Analyst

Bengaluru, KA
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Job Details

This position is responsible for supporting the design and development of reporting data from the contact center technology suite of tools.Duties include manipulation of data between various systems, data quality verification, publishing actionable data in standard reporting formats, reviewing output to assess compliance to expectations and canvassing customer reaction to output. This individual also acts as a liaison in information exchange, requirements gathering, and problem resolution and is responsible for satisfying customer expectations by ensuring the data quality of reports and providing in-depth support for data integrity issues.Additional requirements include providing recommendations for product and/or process improvement, training, and documentation of both process and issues and the analysis of data in support of continuous contact center improvement. Essential Duties and ResponsibilitiesContact Center Data / Reporting ExpertiseSupport Contact Center Consulting in providing strategic direction and requirements to support client needs using appropriate business analytic methodologies and process documentation. Objectively communicate pros and cons in the request along with alternative cost effective recommendations.Investigate and implement new reporting methods, tools, and reports that could improve efficiency for both the reporting team and users.Responsible for staying abreast of contact center best practices in reporting and benchmarking.Contact Center Data and Analysis Contribute to account assessments and account strategyPartner with appropriate resources to provide data gathering and analysis for real time and historical reportingAssist with identifying efficiency opportunities and measure success, with objective of consistently achieving service level goals, improving agent adherence and occupancy, and minimizing cost per call in managed operational units.Documentation and Administration Manage processing of PeopleSoft tickets within timelines required and with qualityMaintain time tracking and other administrative requirementsMaintain documents posted on internal public sites for highest level of accuracy and relevanceMaintain internal product documents for highest level of accuracy and relevance Testing and QualityCreate and manage a testing plan that encompasses all data and/or process elements for all user requirementsEnsure testing is appropriate to user environment with data and accurate scale of dataValidate data for accuracy across reports, across environments and toolsEscalate errors or anomalies to project team and/or appropriate resources for support; retest and report as neededObtain user feedback to ensure product/process and / or report is working as designedData Management Support CCS staff with data analysis as requested to contribute to ongoing contact center efficiency projects, including scheduled, repeating requirements (dashboards, etc.) and unscheduled single project needs.Build and maintain dashboards, flash reporting and/or other scorecard requirementsConceive, design, and build queries and reports in support of business direction and needEnsure that all reports, formats and extracts are created in a professional format.Ensure developed reports are distributed to the customer on a one-time basis where required, or facilitate scheduling and regular distribution of material, recommending the BCD IT preferred process for delivery and storage (e.g. mailboxes, shared folders, etc.)Perform reporting demonstrations when neededSupports third party data acquisition, reporting software, and variety of databases, oversees rollout of new product releases and validates new reports dataMaintain support for version control; look-up tables and data dictionaries, maintain updated report library and reference material
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-7


Data Warehousing | Database Administration (DBA) | System Administration
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