Database Specialist (Business Analyst)

Our customer provides data storage hardware and software products and services. They are leading the hybrid of cloud and on-premises data storage market with multiple applications in different industries.

• You create scheduling adherence and notify support personnel
• You execute reporting packages for agents, teams, and programs to provide analysis in areas of opportunity
• You send out reports and performances updates
• You make sure processes and procedures regarding the real time management are up to date
• You conduct real time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. You also maintain a special emphasis on looking for possible downtime and telephony issues
• You are responsible for the complete development of all reports
• You create and update stakeholder reporting and competency data on a daily, weekly, monthly and quarterly basis
• You perform Root cause Analysis (RCA) to identify the appropriate actions to reduce/eliminate the defects in case of variance in performance parameters and continue to find better ways of managing the operational metrics
• You create Agent Productivity Reports using pre-defined metrics to compare individual and team performance
• You consolidate program reports and provide business analysis
• Your provide Onboarding Trainings for Salesforce.com
• You ensure the adaption of Best Practices regarding the usage of tools and processes