Call Center Reporting Specialist

Job Type: Location Type: On-site

 

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

1. Extract and analyze call center performance data for Monthly Business Reviews
2. Pull and interpret reports using Tableau to provide actionable insights
3. Develop and maintain Excel reports with visualizations and trend analysis
4. Monitor AHT (Average Handle Time) and other performance trends to identify opportunities for improvement
5. Collaborate with operations and leadership teams, including workforce planning, to support data-driven decision-making
6. Work closely with the BI Team to automate reports and audit data within the dashboards to ensure data accuracy
7. Ensure data accuracy and consistency across multiple reporting platforms
8. Present findings and recommendations in clear, concise reports and dashboards
9. Participate in department project implementations
10. Abide by all policies and procedures of Oriental Trading Company
11. Maintain regular, predictable attendance
12. Must be able to attend face to face meetings on short or little advance notice
13. Work requires in-person collaboration among colleagues and contractors

Marginal Functions

1. Perform other related duties and projects as assigned

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