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Reporting Analyst

San Jose, CA

Company Description

About 8x8, Inc.

At 8x8, Inc. (Nasdaq: EGHT) customers matter. We want to create long-lasting customer relationships and work with them to provide the best communications solutions to support their success. It starts with our innovative services and compelling prices to our quality, reliability, and proven performance. 8x8 has a proven track record of delivering great technology. From chips to systems to services, our commitment to innovation has enabled us to develop breakthrough technologies that change the communications landscape.

Job Description

Job Summary

 
The Reporting Analyst will be responsible for providing contact center metrics to measure agent and team performance, schedule adherence, contact ratio, contact volume and analytics concerning contact drivers.  The Analyst will create automated reports, project manage changes to the data warehouse and other reporting sources and create tools to help individuals in the contact center gain insight to their business.  The Reporting Analyst will also be responsible for reporting accuracy, data normalization and data integrity.  This position will provide analytical consultation to all operations stakeholders.

 

Responsibilities

 

  1. Responsible for sending out hourly, daily, weekly and monthly reports related to the business.
  2. Provide productivity metric pattern reports and analysis to Operations Management.
  3. Provides real time problem resolution that identifies, evaluates and corrects data gaps and errors.
  4. Responsible for the development of reports for Deep Dive analysis for each LOB’s to optimize performance and productivity.
  5. Accommodates ad hoc report requests critical to the business.
  6. Works primarily with internal customers to ensure that targets and metrics are being met.
  7. Actively participates on process improvement and development of tools that will optimize operational management.
  8. Provides project management for Engineering projects related to data gathering or reporting tools.

Qualifications

Skill Requirements


  • Exceptional Excel workbook experience and functions.  Particularly regarding efficient creation and maintenance of linked sheets, name ranges and workbook/sheet protection concepts, VBA
  • Strong computer skills required; data warehouse tools, workforce management software.
  • Knowledge of database concepts.
  • Team orientated.
  • Self-motivated.
  • Ability to multi-task and work in a fast paced, high stress environment.
  • Oral and written communication skills; creativity and innovation in problem-solving and decision making.
  • Organizational and time management skills required.
  • Professional and organized with strong attention to detail.
  • Tying KPI’s to business process


Education / Experience


  • B.S. / B.A., Minimum 2 years working with reporting and analytics tools.


Additional Information

Please send your resume to jobs@8x8.com.

Notice to Search Firms and Staffing Agencies
8x8, Inc. maintains an approved supplier list based on current skill set and technology requirements. Therefore, our supplier base is limited to our specific hiring needs in a given business cycle. 8x8, Inc. does not accept resumes from unapproved suppliers. Any resumes received from unapproved suppliers will be considered unsolicited and 8x8, Inc. will not be obligated to pay a referral fee.

All your information will be kept confidential according to EEO guidelines.