oversee a team of reports analysts that are responsible for all facets of reporting, analytics and scorecards generation. This individual will determine and communicate reporting and scorecards process and procedures for various accounts across the organization while relying on extensive experience and judgment to achieve optimal reporting coverage results. The selected candidate will work with site and department leaders to ensure reports and scorecards are being sent accurately and on time, as well as, to develop contingency plans when a reports analyst is unavailable. Ownership of an end to end process with a robust degree of creativity and latitude is expected.

• Responsible for scheduling and workload distribution for reports analysts to ensure high productivity rate and high-quality service in relation to accuracy and timeliness.
• Identifies and resolves technical, operational and organizational issues outside of own team.
• Monitors the training, development, and performance of employees; provide consistent coaching and feedback.
• Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
• Conducts new hire training to educate on WFM Reporting policies and procedures.
• Maintains communication by holding regularly scheduled team meetings.
• Reviews and develop reporting suite of various accounts across the organization.
• Responsible for implementing the scorecard process to ensure accurate and timely payout of the program incentives.
• Contributes to the analysis, problem solving and planning of the overall WFM Reporting strategy.
• Works with senior management to develop policies, procedures and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

• At least 1 year experience in Reporting
• Familiar with a variety of the field's concepts, practices, and procedures.
• Multi-site and Multi-skill call center experience
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Ability to manage team sizes of 10+ persons
• Advanced Excel experience

Special Skills Requirements

• Four-year college degree preferred.
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills