Contact Center Application Developer II

Reporting, Forecasting And Workforce Management Specialist

The Reporting, Forecasting and Workforce Management Specialist will drive the requirements, design, build, production and distribution of operational reports based on contact center and business data. Reporting will provide performance information for various audience levels in operations, project management, contract leadership, and the client. Additionally, this role includes forecasting contact center metrics such as contact volumes and handle times and working with the Workforce Management system to provide actionable forecasts for agent staffing. Performs analysis of data and results and may provide interpretation and context of data as part of preparing reports. Responsibilities may include designing and building ad-hoc reporting as-needed.

Works with data, data structures, definitions and relationships in Business Objects Enterprise (BOE), SSRS, Crystal Reports, Microsoft Excel and Microsoft Access. Develops automated reports and dashboards using Tableau, Power BI, SSRS, Excel, PowerPivot and other reporting tools. Gathers and prepares data from multiple sources to support information analytics. Collaborates with senior reports developers and business units to develop requirements and to develop processes, procedures, and protocols and their corresponding reporting structures. Researches, reviews, and analyzes the effectiveness and efficiency of existing report procedures. Provides support as required to ensure the availability and performance of developed reports and dashboards for both external and internal users. Provides data analysis as needed to assist the business in understanding the data in order to make well informed decisions. Provides testing analysis and data validation by reconciling the source systems with business intelligence solutions and business requirements. Coordinates and performs tests, including end-user reviews, for modified and existing processes, and other post-implementation support. Conducts analysis to solve problems and integrate mathematical and statistical methods to help validate and support findings and reports.

Minimum Qualifications

Bachelor's Degree in Computer Science, Information Systems, a related field or equivalent relevant experience. 2-5 years of experience developing reports and using business intelligence tools.

Other Job Specific Skills

Advanced skillset proficiency with MS Excel (including pivot tables / charts, conditional formatting, data management, advanced functions, charting). Working proficiency with various business intelligence tools. Experience with both relational and hierarchical database data manipulation. Ability to obtain data from multiple sources, design and deliver routine reports, develop trending, and provide an understanding of any anomalies that arise. Ability to provide effective and efficient ongoing support to the business community by working alongside other metrics team members and the various technical teams and customers. Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flowcharts. Excellent listening, interpersonal, written, and oral communication skills. Demonstrated task and time management skills and the ability to meet task timelines. Ability to work in a highly collaborative environment. Knowledge and understanding of how to run MSSQL or SQL queries. Experience with Project Management Agile methodologies a plus.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.