Call Center Reporting Analyst

POSITION SUMMARY:
The Customer Resource Center (CRC) Reporting Analyst is responsible for the effective analysis and reporting of customer service data (e.g., call flow, call patterns, service levels and abandon rates). The CRC Reporting Analyst provides workforce planning, decision support and analytical services to customer service management, including the provision of reports and recommendations to structure processes and schedules that best support the organization's ability to meet customer service goals, standards and strategies.

Principal Responsibilities

• Generates accurate forecasts and maintains historical data to effectively allocate requirements to develop and maintain scheduling, staffing, reporting and other services as required.
• Develops and maintains scenarios and updates.
• Creates and adjusts representative schedules to ensure coverage of call volume.
• Tracks and analyzes call flows, call patterns, service levels and abandon rates.
• Provides reports, information and recommendations to management to ensure productivity goals are in adherence to set standards (i.e., systems, procedures, workflow, etc.).
• Presents analysis/proposals to various levels of the organization, as business need dictates.
• May perform queue monitoring to ensure service levels are met.
• Serves as liaison with IT Department, providing local support for telephony implementation and computer requirements.
• Monitors daily/weekly/monthly/yearly call center performance and makes adjustments to ensure that all departmental service goals are met.
• Manages and performs quality assurance data collection & reporting, report development and maintenance.
• Conducts ad hoc queries of the information systems.
• Ensures the accuracy and distribution compliance of call center reporting.
• Analyzes trends in service center metrics and make recommendations that identify root causes.
• Builds and/or revises existing statistical models to meet call center requirements and expectations.
• Effectively analyzes and interprets data related to internal and external customer needs.
• Optimizes the use of departmental technology and workforce management techniques to improve call center efficiencies and effectiveness.
• Consults, advises and works with the call center management team to produce high levels of customer satisfaction that are balanced with business needs.
• Performs other job-related duties as assigned or apparent.

Minimum Requirements

• Minimum of 2 years of call center experience, including experience in reporting, staffing, IT, and/or customer service call handling.
• Experience working with call center data (e.g., unified telecom data, Salesforce data, etc.).

Highly prefer candidates with experience in SQL, VQL, DAX, Power BI, or other comparable software. Seeking experience leading customer service agents through technological transformation and understand related impacts. Hire needs effective communication between departments, particular technical and business operations. Pay Range: $56,400-77,500 annual.

Rewarding Compensation And Benefits
Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits
• Washington PTO:

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

About The Company
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and