Position Summary

• Responsible for developing and maintaining reports that will assist internal and external customers in
• analyzing performance of the business. Maintains compliance to reporting requirements set by the
• customers that will help meet quality standards.

Functional Responsibilities

• Extract and collate data from call accounting software and database (i.e. Avaya CMS, Five9, SQL).
• Prepare and distribute specially designed MIS reports. Includes other pertinent information such as
• attendance reports from the Command Center and quality scores from Quality Assurance. Shows the
• daily performance of the account / program in an organized and timely fashion.
• Checks if the necessary reports have been uploaded to the FTP site for perusal of all Operations
• personnel. Ensures the availability of performance reports as needed by external clients to review the
• site’s performance for the day.
• Prepares the daily MIS brief by collating all MIS reports into one standard and consistent file. Ensures
• accurate summarization and collation of MIS data prior to routing to all users within the Company.
• Accomplishes all agent level reports by capturing data from the Avaya CMS and FTP site.
• Attends to special reports requests (i.e. Avaya CMS-based, Excel based reports). Gathers the report
• details required from the requesting individual and calibrates on customized output needed.
• Devises the best and most efficient way of generating such customized reports.