ANALYST, REPORTING

Company: Qualfon Corporation
Location: Washington
Posted on: November 1, 2024

Job Description:

Select how often (in days) to receive an alert: Create Alert1. Bi-Monthly and Monthly Scorecards (Operations Managers)

• Retrieves Daily CMS Staffed Hours, Idle Time, Transfer Rate, and Hold Time
• Caters daily disputes from Operations
• Consolidates Metrics and calculates required Scorecard per Agent
• Prepares and submits a separate Scorecard Ranking to Account Senior Operations Manager for calculation of Monthly Performance Bonus per agent
• Constantly communicates with Account Managers and Supervisors2. Daily and Monthly Productivity, Occupancy, Port Productivity and Master Reports
  • Retrieves Daily CMS Staffed Hours, Idle Time, DownTime, attendance and Required Hours; retrieves CMS Staffed Time, Aux Time, Hold Time, Avail Time, ACD Time, and ACW Time; retrieves CMS and Operations Data
  • Consolidates all Port Cases for the site and calculates the productivity of each Port Agent
  • Consolidates and calculates required fields for the Master Report
  • Calculates Occupancy of the Center3. Daily, Weekly and Monthly Transfer Rate, Verint Adherence, CMS Staffed Time, Absences, Attrition and Late Reports4. Daily Overbreak and KPI Report
    • Retrieves CMS Staffed Time and Aux Time; CMS and Operations Data
    • Consolidates and calculates required fields for the KPI
    • Calculates Overbreak per agent5. Monthly Billing and Invoicing Hours Report
      • Retrieves CMS Staffed Time including Staffed Time6. Daily, Bi-Monthly and Monthly Payroll Reports (of the account employees)
        • Consolidates Agent and Staff Schedules and creates an improvised schedule for the payroll
        • Calculates Night Differential for each Agent (if applicable)
        • Calculates correct hours per agent for the payroll
        • Consolidates Daily Staffed Time disputed daily7. Daily Hours Report (Accountability of Hours)
          • Opens all CMS Staffed Time, Idle Time, and Down Time
          • Checks and calculates discrepancy of Hours8. Online Reports Maintenance (Web Based Report Repository)
            • Performs Administrative Tasks for Online Reports: User, Password, Category, and Report MaintenanceArea of Expertise (Skills)Graduate of any technical or computer course6 months to 1 year related work experience preferably in a Call Center setting
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Keywords: Qualfon Corporation, Silver Spring , ANALYST, REPORTING, Advertising , Washington, Maryland