SHRM Specialist, Customer Care Reporting in Alexandria, Virginia
The Specialist, Customer Care Reporting develops, maintains, and runs standardized reports to generate metrics and insights in support of one or more program, department or function of the organization. This position is responsible for the overall data and report management, as well as the required analysis to deliver timely metrics and insights in support of business operations.
Create, run and maintain daily, weekly, and monthly reporting for SHRM’s Customer Care Center with complete focus on full accuracy and integrity. This includes reporting on service levels (and SLA adherence), topical trends, comparative monitoring of performance and other reporting and support duties for the Customer Care Center.
Develop and maintain dashboards providing consistent and clear executive level review, as well as in depth views for operations mananagement. Provide topline analysis including trending, performance against goals, staffing forecast.
Monitor and report on performance metrics that include but are not limited to employee statistics, customer satisfaction surveys and Key Performance Indicators (KPI) of program/department/function.
Analyze and review data from external providers/partners and incorporate data and findings into internal reporting including sales conversions and customer satisfaction.
Analyze and prepare budget recommendations ensuring overall alignment with applicable budget plan. Act as liaison for all budget and finance needs, including requisition and invoice management and monthly reconciliation.
Incorporate Quality Assurance reporting into dashboards. Identify processes to incorporate qualitative feedback such as customer comments into overall reporting to key stakeholders.
Recommend improvements in existing processes, reports and dashboard. Explore and develop new options where reporting and analysis may improve program/department/function performance.
Suggest and identify software to support and enhance operations efficiency and customer satisfaction.
Other duties and projects as assigned.
Associates degree; in a relevant field.
3 years of experience in roles responsible for reporting, generating metrics and insights into business operations and performance.
Experience managing database.
Experience working with Customer Relationship Management (CRM).
High attention to detail and high level of accuracy.
Strong analytical skills.
Strong customer service orientation.
Professional integrity necessary to maintain confidentiality.
Strong planning skills and ability to manage multiple projects simultaneously.
Excellent verbal, and written communication skills.
Ability to complete assigned duties within critical deadlines.
Ability to work independently and in a team environment.
Proficient with Microsoft Office (Word, Excel, PowerPoint, and Outlook).
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Bachelor’s degree in Business.
Experience in a contact/call center in a technical capacity.
Ability to derive and present complelling stories based on data and metrics.
Understanding of customer service/contact center operations.
Skilled in basic budget analysis of various call center metrics, and other reporting.
Experience with Tableau and other reporting tools.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information.Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is regularly performed in a professional office environment and routinely uses standard office equipment. This job requires occasional travel 0-10%.
The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).
ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: firstname.lastname@example.org or TDD (703) 548-6990.