WFM Reporting Analyst I

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

The Reporting Analyst will be responsible for measuring, analyzing, proposing actions plans and controlling results for our KPI’s. Also, will be responsible for producing daily, weekly, monthly and quarterly reports that will be used to determine and communicate trends and achievements of Key Performance Indicators (KPIs).

• Supporting the Workforce Management efforts to forecasting call, email and chat volumes and produce ad hoc reports as needed
•  Analyze phone, email and chat interval data within the workforce management tool to ensure data is accurate and complete for weekly forecasts
• Consult with management regarding trends and changes needed in the Service Center to promote success
• Lead efforts designed to improve KPI’s within the organization by ensuring the most efficient use of current technologies and resources
•  Serve as a resource to Service Center Interns assisting with various data collecting tasks
• Analyze raw data and develop written reports and summaries for various internal and external sources, identifying the main root that causes affecting performance
• Contribute in the creation of action plans to improve KPI’s performance, based on analysis results

• Bachelor's Degree in Business Administration, Engineering or similar
• 1 year Reporting and Analytical experience required (is a plus).
• 1 year experience working in a high volume call/contact center preferred
• Strong written and verbal communication skills
• Strong decision making abilities
• Ability to interact effectively with others including Senior Management
• Ability to prioritize and multitask in a fast pace environment
• Ability to utilize multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS and IQ, NICE recording system, Pipkins Workforce Management, Moxie, and Siebel CRM applications).
• Strong attention to detail
• Ability to work independently and meet deadlines
• Advanced Knowledge of Microsoft , VBA and Power BI
• Knowledge and experience in Visual Basis and SQL a plus
• Intermediate level proficiency using Microsoft Office
• Ability to maintain a high degree of confidentiality
• Drive for results
• Customer service oriented
• Excellent analytical abilities with the ability to evaluate information and identify trends and key issues