Major Job Function:
This position requires expert knowledge of Envision, Calibrio, CUIS (Cisco Unified Intelligence Suite), Customer Relationship Management (Customer Survey) and VRU. The Customer Service Reporting Analyst I position is responsible for report documentation, report creation and identifying key trends and opportunities with recommendations to support solutions and improved performance.

Essential Job Functions
1. Responsible for using data and reports from various sources to provide analysis.
2. Responsible for time tracking reporting, team meetings, etc.
3. Responsible for identifying the appropriate sources, methods, and locations of data and presenting to managers.
4. Incumbent ensures process improvements and migration off legacy systems.
5. Incumbent will develop new techniques and capabilities . Will be a subject matter expert for projects.
6. Incumbent will work closely with the Customer Service Manager on report creation and data analysis.
7. Incumbent will work closely with the Quality team in enhancing and maintaining existing documentation and tracking tools.
8. Responsible for understanding and interpreting business impacts of the data.
9. Incumbent will identify and verify accuracy of required sauce data, report development and results.
10. Responsible for translating analytical concepts and methodologies.

Knowledge, Skills and Abilities
1. Must have advanced problem solving skills.
2. Must have strong collaboration abilities.
3. Must have the ability to work well with others in a fast paced environment.
4. Must have the ability to resolve data conflicts and inappropriate use of data.
5. Experience working with Envision, Calibrio, CUIS and VRU is a plus.
6. Advanced leadership skills and the ability to provide direction to others.

Education, Training and Experience Required
1. Bachelor's degree in Computer Science, Mathematics, or related field or equivalent experience.
2. Advanced knowledge in MicroSoft Office.
3. Advanced skills in mathematics and statistical analysis required.
4. Strong oral and written communication skills needed.
5. Highly effective presentation skills.
6. Strong analytical and problem solving skills required.
7. Project Management experience preferred.
8. Root-Cause analysts experience preferred.