Information Technology Jr. Reporting Manager in Berwyn, PA at ACT

Date Posted: 11/8/2022

Job Snapshot

Job Description

Project description\:



Responsible for development and delivery of ACT reports. ACT reports cover primarily Call Center operations and related data sources. Our primary presentation tool is Tableau, and extract reports generally in Excel. Specifically, this role requires someone that is passionate about data, and making it valuable to many various constituents. We want all ACT reports to look professional. Responsibilities include diagnosing internal and external customer requirements, determining data sources, managing the gathering of the data (Extract, Transfer and Load – ETL), development of the reports and assuring the timely delivery of the necessary data in a professional format, representing ACT proudly and efficiently.



Education\:



Four-year college degree in a business related field or equivalent experience preferred.



Experience Target \:



1-3 years industry related experience including report development, particularly in a tool like Tableau, Business objects, and management of the end to end process.



Skills\:



Understanding of Call Center business and technologies a plus. Understanding data sources and report creation in multiple tools like MS Excel, Business Objects, Crystal Reports or Tableau. Solid analysis and problem solving capabilities. Strong interpersonal skills demonstrating ability to work independently and successfully within a cross-functional team. Excellent communication skills.



Knowledge/Abilities\:



Demonstrated understanding of general business management, basic accounting and work processes. Understanding of the call center operation and metrics a plus. Demonstrated ability to maintain and manage confidential and sensitive data.



Special Certifications\: N/A



Travel Required \: 10%, only for meetings or perhaps with clients Other\:



Reporting\:



• Responsible for building and maintaining dashboards in addition to driving consistency in the reports delivered across clients.



• Responsible to arrange extraction of data from client systems when automation is not possible.



• Professional presentation of data, representing ACT



• Be an expert in the features, benefits, and application of reporting tools – especially Tableau with database sources, like Oracle and SQL Server.



Data Extraction and Storage\:



• Responsible to work with the team who to ETL development, database structure and administration.



Business Analytics\:



• Become the bridge between operations, other internal orgs, clients, and reporting • Help operations understand their data, and translate the requests into requirements



• Handle ad hoc projects and analysis in addition to ensuring process adherence and improvement for data



Other Functions and Duties\:



Contribute to the development of your staff, in the supporting processes of the reporting team and responsibilities. Be a resource to the reporting group customers in understanding their data and its meaning, as they manage their teams and responsibilities.



Independent Decisions Expected\:



• Reporting tools to be used



• Prepare schedules of reports



• When and with whom to work to resolve conflicts.



Recommendations Expected\:



• Suggestions for process improvements & cost savings



• Suggestions for alternative solutions that will positively impact profitability and/or client, customer, or associate satisfaction.



• Identify and communicate ‘best practice’ procedures.



Working Conditions\:



• Normal office conditions, if working in an ACT location



• Capability to work from home

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Join a team where your work matters. We treat each interaction as an opportunity to strengthen loyalty to the clients we serve. You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP) -- an added long-term savings benefit that is completely paid for by ACT. The ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer. At Advanced Call Center Technologies (ACT), we are 100% owned by our employees. When our company does well, our employees share in the rewards through our Employee Stock Ownership Plan (ESOP.)

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