Data Reporting Specialist

TechOp is seeking a Data Reporting Specialist to join our growing team!This valued member of the supervisory team for a federal contact center manages reporting, synthesizing data from multiple systems into actionable recommendations and routine weekly and monthly reports. This individual will also support quality assurance efforts and provide leadership and team support throughout the facility.

• Provides data management, reporting and analysis support.
• Forecasts and analyzes staffing based on call volumes, leveraging data from CRM software reporting.
• Performs ongoing comparison of call centers to identify best practices by agent and team.
• Manages/merges call center data from multiple sources and generate reports in various formats.
• Supports efforts to ensure that data standards are developed and maintained in a consistent way.
• Works with team to distill complex analyses into action-oriented recommendations.
• Supports Quality Assurance efforts on a weekly basis

Requirements

• Must be a U.S. Citizen.
• Must be fluent in English (Spanish or Mandarin bilingual fluency is a plus).
• BA/BS from accredited college or university required.
• 2 years in a data reporting analyst role

Desired Qualifications:

• Applicants selected will be subject to a background investigation and need to meet security eligibility requirements.
• Exceptional listening, questioning, and call control techniques.
• Exceptional writing skills and technical acumen.
• The ability to accurately and efficiently process information and tasks.
• Experience with the Internet and various web browsers.
• Strong computer and technical skills.
• Excellent customer service skills in both written and verbal communication.
• Can answer phones professionally and respond to telephone inquiries using available resources.
• The ability to compose professional correspondence without requiring additional training.
• Can identify and appropriately escalate priority issues and route inquiries to appropriate resources.

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.