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Senior Reports Administrator in St. Louis, MO at HGS

Date Posted: 3/1/2018

Job Snapshot

Job Description


The principle purpose of this position is to partner with our Client’s Teams to provide useful data and information. This is accomplished by effectively utilizing all available resources to create internal reports that will assist the teams with managing customer service operations. This position is required to develop accurate, timely, and useable reporting.

Principal Duties and Responsibilities:

  • Assist with data staging and transfer to data warehouses to support reporting.
  • Continually create/enhance key metrics and reports to assist center Management and all other Support Center teams in effectively managing the business.
  • Manage the data necessary to provide ad-hoc, weekly, monthly, and year-to-date operations reports to key personnel. Communicate effectively with center teams in order to efficiently respond to and provide that data.
  • Verify the integrity of the data and resolve discrepancies.
  • Interact with various departments throughout the company to collect appropriate data needed to produce reports. Provide analysis to management in order to improve service levels
  • Continue to develop automated solutions to reporting processes.

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Job Requirements

  • Convey technical information in a non-technical way
    • Capture non-technical requirements and translate
    • Ability to analyze and synthesize non-technical conclusions
  • Business Objects
  • Phone System Reporting
  • Self-Motivating / Idea generation / selling value of customer service metrics
  • Advanced Excel
  • Documentation & SOP for processes
  • Salesforce or similar CRM system
  • Issue Resolution process flow experience
  • Access or understanding of relational databases
  • Phone System metrics
  • CRM system metrics (CIC/Salesforce)
  • NPS/Surveys/Issue Resolution
  • Experience with Spotfire, SQL Query, Oracle Database, Access Management, Cliqview development preferred.


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