Contact Center Application Developer

The Reporting, Forecasting, and Workforce Management Specialist will play a crucial role in gathering requirements, designing, building, and distributing operational reports based on contact center and business data. These reports will deliver essential performance information for various stakeholders, including operations, project management, contract leadership, and clients. This position also involves forecasting key contact center metrics like contact volumes and handle times, as well as utilizing Workforce Management systems to support effective agent staffing decisions. You will analyze data and results and provide interpretation as part of report preparation, and you may be called upon to design and build ad-hoc reports as needed.

Engage with data, data structures, definitions, and relationships using tools such as Business Objects Enterprise (BOE), SSRS, Crystal Reports, Microsoft Excel, and Microsoft Access.

Create automated reports and dashboards using Tableau, Power BI, SSRS, Excel, PowerPivot, and other reporting tools to enhance business insights.

Gather and prepare data from multiple sources to drive information analytics that support decision-making processes.

Collaborate effectively with senior reports developers and business units to establish reporting requirements and develop processes, procedures, and protocols along with their reporting structures.

Research, review, and analyze the effectiveness of existing report procedures to identify areas for improvement.

Provide ongoing support to ensure the availability and performance of reports and dashboards for both internal and external users.

Conduct data analysis as needed to equip the business with the knowledge necessary for informed decision-making.

Perform testing analysis and data validation by reconciling source systems with business intelligence solutions and business needs.

Coordinate and execute tests, including end-user reviews, for modified and existing processes along with post-implementation support.

Apply mathematical and statistical methods to conduct analyses that solve problems and validate findings in reports.

Minimum Qualifications

Bachelor's Degree in Computer Science, Information Systems, a related field, or equivalent relevant experience.

2-5 years of experience in report development and utilizing business intelligence tools.

Other Job-Specific Skills

Advanced proficiency in MS Excel (including pivot tables / charts, conditional formatting, data management, advanced functions, and charting).

Working knowledge of various business intelligence tools.

Experience with relational and hierarchical database data manipulation.

Ability to extract data from diverse sources, design and deliver routine reports, trend analyses, and identify anomalies.

Strong capacity to provide efficient support to the business community by collaborating with metrics team members and technical teams.

In-depth experience in importing data for report generation, spreadsheets, graphics, and flowcharts.

Excellent communication skills, including listening, interpersonal, written, and oral proficiency.

Proven organizational skills with the ability to manage tasks and meet timelines effectively.

Ability to thrive in a collaborative and team-oriented environment.

Proficiency in running MSSQL or SQL queries.

Experience with Agile methodologies in Project Management is a plus.

Compensation Ranges

Compensation for ASM Research positions varies based on factors such as location, skill set, education, certifications, client requirements, and years of experience. The compensation described for this role serves as a general guideline and is unique to each position. Monetary compensation is just one part of ASM's comprehensive compensation and benefits package.

EEO Requirements

ASM is committed to maintaining a workplace free from discrimination. We uphold the principle that race, color, religion, sex, disability, age, sexual orientation, or national origin will not influence any personnel or management decisions. All recruitment, hiring, training, and promotions are conducted based on equal employment opportunity.

Physical Requirements

The necessary physical requirements are representative of those required to perform the essential functions of this job. Adjustments may be made to accommodate individuals with qualifying disabilities who are otherwise qualified.

Disclaimer

This job description is intended to provide a general overview of the position and may not encompass all responsibilities, qualifications, and skills required.