What are the responsibilities and job description for the Call Center Reporting Specialist position at Oriental Trading Company?
Overview
As our Call Center Reporting Specialist, you will be responsible for supporting Call Center operations by gathering and analyzing key performance data. You will be responsible for pulling reports from Tableau, creating insightful reporting in Excel, and identifying trends in key call center metrics, such as Average Handle Time (AHT). You will review and forecast volume trends and staffing needs and recommend and implement efficiencies in the Call Center based on data and best practice procedures.
Detailed Description
Principal Duties and Responsibilities
Essential Functions
Marginal Functions
Here’s what you need to join the fun:
Knowledge, Skills, and Abilities
- Strong ability to analyze data for trends and provide actionable insights
- Excellent verbal and written communication skills, especially when presenting data insights
- Ability to ensure data accuracy and integrity
Education
- Associate’s degree or equivalent combination of education and experience
Experience
- Two years experience in Call Center analytics, reporting, or related role
- Advanced experience with MS Office applications, especially Excel, Access, and Power Point; proficiency in Tableau
Join us at Oriental Trading, a Berkshire Hathaway Company, where fun means business!
Oriental Trading Company (www.orientaltrading.com), is the nation’s largest direct retailer of value-priced party supplies, arts and crafts, toys and novelties, and a leading provider of teaching supplies and affordable home décor and giftware. Founded in 1932 by a Japanese American, the Oriental Trading history of fun spans the better part of the last century. Today, Oriental Trading offers more than 60,000 products to individuals, teachers, schools, churches, businesses and nonprofits. With a corporate vision to “Make Life More Fun,” Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.
EOE
