Serving as the SME for your assigned department. Designing, creating, maintaining, documenting, and testing reports, dashboards, and KPIs. Analyzing data using statistical techniques and providing reports. Identifying gaps and inconsistencies in data collection systems and datasets. Acquiring and preparing data from primary and secondary sources while maintaining data integrity. Identifying and interpreting trends or patterns in complex datasets.

Providing technical support to users by troubleshooting and resolving hardware and software issues. Installing, configuring, and maintaining computer systems, printers, and other equipment. Managing and maintaining network infrastructure, including servers, switches, and routers. Providing training and guidance to users on the proper use of technology and software. Managing and maintaining backups of important data and ensuring data security. Monitoring and maintaining the performance of computer systems and networks. Keeping abreast of new technologies and recommending upgrades and new equipment as necessary. Participating in IT projects and implementing new systems and software. Collaborating with other IT staff and department heads to ensure the smooth operation of the organization's technology. Overseeing the work of junior IT staff and providing guidance and support.

Creation of clean, understandable and highly automated reporting to be used by a variety of employee levels using specialized tools. Identifies data collection and storage requirements for data management and works with appropriate departments to successfully implement those requirements Maintains databases and system of record data to ensure data integrity and accuracy. Assist in maintaining all project-related matters and reporting to senior leadership as appropriate. Work with site leadership and internal customers to educate them on what reports are available for use in their performance review activities Serves as a point of contact and subject matter expert for reporting request and interpretation. Reporting information include but is not limited to: financial performance, employee attrition, employee satisfaction, customer satisfaction, quality reporting, performance reporting and workforce management. Evaluates findings using root-cause analysis of how reported metrics impact operational and financial performance. Analysis may focus on a particular topic of interest set by call center leadership or internal customers. Research, understand, problem solve and report metric variances and propose possible business solutions. Provide ongoing operational analysis of process components, while identifying and suggesting changes as necessary to improve the level of quality and efficiency as measured by key performance indicators. May make recommendations to site leadership on process improvement, call center performance.

Answering customer calls, emails or chats and addressing their inquiries and concerns. Resolving customer complaints in a timely and professional manner. Providing information about products and services, and answering questions about pricing, availability, and features. Processing customer orders and handling returns and exchanges. Keeping accurate records of customer interactions and transactions. Upselling and cross-selling products and services when appropriate. Identifying and escalating issues that cannot be resolved at the customer service level. Collaborating with other departments, such as sales and technical support, to ensure customer satisfaction. Staying current on company policies and procedures, as well as industry developments and trends. Participating in training and professional development opportunities to improve customer service skills.