Senior Reporting Analyst
7 days ago
Company Description
**Homzmart** is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improvement.
**Job Description**:
- Develop reports that accurately report on Customer Operations performance
- Identify trends and interpret data to prepare and communicate results and recommendations to senior management
- Use statistical methodologies to model behaviors and predictive modeling for retention, call volumes, and performance measures
- Maintain a reporting schedule and documentation of reporting procedures
- Assess, prioritize, and communicate future reporting needs, functions, and strategies
- Collaborate with internal departments such as Commercial to initiate/implement improvements and efficiencies and determine reporting needs
- Create and maintain tools that will automate reporting
- Define and develop requirements for reporting to all levels within the management structure
- Perform ad hoc duties in accordance to business needs
- Analyze incoming volumes, call handling time, and historical data to identify trends and forecast future staffing needs
- Provide coordination of all workforce planning activities
- Build appropriate resource models to assist in the control and forecasting of headcount requirements and staffing efficiency
- Develop and deliver the workforce planning process/cycle
- Ensure headcount requirements are aligned to budget levels at all times, escalating exceptions through an appropriate approval process
- Provide daily/weekly/monthly/quarterly/YTD reporting on trends, analysis and recommendations
**Qualifications**:
- Minimum of 2 years of experience in reporting and/or analysis.
- Strong analytical and numerical skills, with experience using WFM software.
- Experience in analyzing and reporting data to identify issues, trends, or exceptions to improve results and find solutions.
- Experience identifying operational issues and recommending and implementing strategies to resolve problems.
- Experience using data visualization and reporting tools, with a preference for Power BI.
- Mastery of Microsoft Excel, with SQL experience preferred.
- Experience in time management skills, such as prioritizing, organizing, and tracking details, and meeting deadlines for multiple projects with varying completion dates.
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