What are the responsibilities and job description for the Reporting Regulatory Analyst position at HCL TECH?
Job Summary
As a Reporting Analyst, you will be responsible for analyzing data and creating reports to support decision-making processes within the organization. You will play a crucial role in ensuring accurate and timely reporting to facilitate strategic planning and operational improvements.
Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.
· Analyze call trends and volume by functional workgroup to determine the volume spikes and adjust schedules within workforce management tool.
· Forecast call volume, shrinkage, headcount requirements and average handle time while striving for optimum service level.
· Monitor intraday performance, notifying managers as problems arise in order to optimize service level.
· Maintain and input schedule exception information. Review and approve time off requests. Review and load schedule changes, including adding/reducing work hours and activities. Work with business units and adjust call center scheduling, staffing to meet both intraday and future needs.
· Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.
· Provide daily volume and productivity reports. Work in a consultative and analytical fashion providing input to call center leadership on staffing models, forecasts, and communications.
· Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offering solutions to resolve the gap.
Qualifications An equivalent combination of education and experience is considered. Bachelor’s degree in business or a related field is preferred.
· Minimum of three (3) years of experience with workforce management in a contact center environment.
· Demonstrated data analysis skills and ability to understand business impact.
· Advanced experience in Microsoft Office including Word and Excel is required.
· Experience in or strong willingness to learn database query/management (i.e. Sequel) is a plus.
· Experience in the development of deliverables and reports and ability to condense technical subject matter into clear and effective communications.
Job Type: Contract
Pay: $48,000.00 - $50,000.00 per year
Schedule:
- 8 hour shift
Ability to Commute:
- San Antonio, TX 78259 (Required)
Ability to Relocate:
- San Antonio, TX 78259: Relocate before starting work (Required)
Work Location: In person
Salary : $48,000 - $50,000
