• Job Description

  Req#: 44611

  SENIOR REPORTING ANALYST JOB DESCRIPTION

  JOB TITLE: Senior Reporting Analyst (00089)

  DIVISION: Las Vegas Regional Contact Center

  REPORTS TO: Workforce Management and Reporting Manager

  DEPARTMENT: Support

  DIRECTLY SUPERVISES (Please list position titles): N/A

  Responsibilities/Purpose

  The Senior Analyst will be responsible for designing, maintaining and analyzing reports that will assist in driving critical business decisions for a multi-skilled contact center. They will be responsible for communicating results and providing suggestions to management when completing monthly, weekly and daily reports. They will also participate in long term planning, monthly allocations, budgeting and scorecard processes. The Senior Reporting Analyst must be proactive, innovative, detail oriented, diligent and a team player.

  Job Functions:

  • Gathers and analyzes data regarding hiring, budgeting, and labor related issues for improving service and/or sales and assists with communicating results to management.
  • Ensures that service level, occupancy, abandonment, and cost per minute goals are met and that monthly labor costs are kept in line with the department budget.
  • Assist with creating dynamic dashboards that easily display contact center KPIs using relevant reporting tools.
  • Data modeling for call center projects
  • Assists in the timely delivery of all departmental productivity reports.
  • Extract data from multiple sources to create custom reports for management based upon requests and department need.
  • Analyze data and collaborate with call center team to proactively improve service and labor costs.
  • Respond to all requests from management in a timely manner, demonstrating strong interpersonal skills and professionalism.
  • Creates and maintains long- and short-term forecasts by projecting future contact volume and handle times, analyzing historical trends, overhead, seasonality and marketing schedules to meet/exceed sales and services standards.
  • Create and maintain month end allocation reporting
  • Must have an eye for detail.
  • Individual will be responsible for the auditing and accuracy of all published reports. Reports should be reviewed often to guarantee correctness.

  Essential Requirements:

  Education:

  • Bachelor’s degree in Business, business administration or other related field or equivalent experience.

  Experience:

  • 3 years reporting in a contact center and 1-year customer service-oriented job experience.

  Abilities:

  • Advanced skillset in Excel, Power BI, VBA, Tableau and SQL
  • Ability to learn independently and quickly implement knowledge of new tools.
  • Must have a thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
  • Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
  • Must have good mathematical skills and a basic understanding of business productivity metrics.
  • Must demonstrate an upbeat and positive disposition.
  • Must be highly motivated, proactive individual and independent thinker.
  • Must be able to handle multiple tasks in a high volume, fast paced environment.
  • Must be able to motivate and inspire the team to achieve desired results.
  • Knowledge of computer, telecommunications functions and systems, customer service and telemarketing. Excellent, developmental and motivational skills required.

  Desired Skills:

  • Some knowledge of IEX or other scheduling software
  • Reservations or Front Desk experience preferred but not required.
  • Knowledge of API Scripts preferred.
  • Knowledge of the WFM processes including forecasting, scheduling and daily management preferred.

  Disclaimer:

  This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).

• About the company

  Caesars Entertainment, Inc. was a Paradise, Nevada based business that was the largest owner, operator and developer of casinos throughout the world.

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