Data Collections and Reporting Analyst

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

Philly311 is the City of Philadelphia’s non-emergency contact center. Philly311 answers customer questions about city government, supports requests for service for most city agencies, and processes approximately 1.2 million customer interactions per year. The center is open from 8 AM to 8 PM, Monday – Friday. During declared emergencies, the center’s hours may be extended. Customers can submit inquiries or request for service 24/7 using web and mobile applications.

Job Description

The 311 Data Collections and Reporting Analyst will play a critical role as a member of the 311 Contact Center.

The Data Collections and Reporting Analyst has the primary responsibility to gather, analyze, validate, specify, verify, report and manage the real needs of the 311 Contact Center and various stakeholders (including department, elected officials, and business users). The Data Collections and Reporting Analyst is part of the 311 Contact Center Administrative Support team and serves as the conduit between the 311 Contact Center and various stakeholders within the City of Philadelphia

Essential Functions

• Support recurring 311 Contact Center business performance and metrics reporting by developing key performance insights and effectively communicating observations (internal and external) to various stakeholders
• Extensive data analysis, evaluation of operational initiatives and interpretation of results with detailed findings and implications presented to key stakeholders at all levels
• Responsible for accuracy and timely distribution of standard, custom and ad hoc reports
• Partner with peers and colleagues to develop new reports and metrics aimed at improving departmental, end user and city-wide reporting efficiencies/effectiveness
• Excellent writing skills; must pay extreme attention to detail
• Understand business rules / requirements and data in performance management projects
• Constantly evaluate 311 Contact Center systems, processes and reports for inefficiencies and make recommendations for improvements/enhancements
• Collect, consolidate, and analyze data from all groups related to the structuring, analysis, and ongoing operations.
• Create and present process documentation, forecasts, and performance analysis as required.
• Maintain up-to-date procedural documentation
•  Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Designs and produces ad-hoc analysis and KPIs and reports on the 311 Contact Center operational performance metrics
• Providing insights to the organization on appropriate metrics, scorecards and dashboards to optimize performance
• Creates/delivers formal presentations for senior team members and key stakeholders

Competencies, Knowledge, Skills and Abilities

• Proven strong analytical skills and attention to detail
• Excellent communication and organizational skills within and outside of the department
• Demonstrates the ability to successfully manage time and multiple competing priorities
• Ability to be assertive and make decisions
• Strong data analysis and problem solving skills with the ability to synthesize data, summarize issues, and think outside the box.
• Excellent written and verbal communication skills a must.
• Ability to articulate complex concepts simply.
• Expert proficiency in Microsoft Excel, heavy reporting, modeling experience.