Carter US 80%:  Generate reports for call center programs and key metrics

• Prepare daily, weekly and monthly call center reporting on call center metrics and call volume and complete routine monthly reporting requirements
• Manage real time Agent Performance metrics (Stats, KPIs, Adherence, Performance Scorecards) and create daily, weekly, monthly, and quarterly reports
• Create and publish monthly and quarterly Agent Performance Scorecards
• Manage real time adherence to ensure resources are being utilized to provide optimal service levels for customers
• Collect data and distribute Intraday Status Reports
• Generate system alerts for Intraday management

20%:  Prepare monthly budget, monthly closing documents and submit to finance and CC Director.

• Prepare and submit quarterly budget estimates, review with CC Director and submit to finance.
• Perform Month End, Quarter End and Year End Financial closing reports

We’d Love to hear from you if:

Must have:

• Technical Proficiency: Familiarity with reporting tools (e.g., Excel, Tableau) and call center software (e.g., Five9).
• Must be able to multi-task and prioritize
• Must have advanced Excel skills, including formulas, formatting, Pivot Table and presentation
• Strong written and oral communication skills; must be a self-starter and fast learner with the ability to work equally well independently and as part of a team

Preferred skills and experience:

• Analytical Skills: Ability to interpret data, identify trends, and derive actionable insights.
• Project Management: Organizing and prioritizing tasks to meet deadlines effectively.
• Software Experience: Experience with data visualization and reporting software, as well as CRM tools.
• Other miscellaneous duties as assigned

OUR Team Members:

• Lead Courageously: Have a strong sense of personal values that align with our Company values
• Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment
• Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients
• Drive Growth: Set aggressive goals and implement plans precisely
• Cultivates Innovation:  Respectfully challenge the "we’ve always done it this way" mentality and explore new ways to achieve desired outcomes

Make a career at Carter’s:

• Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.

NOTE:  This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

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For more information please click the link below. Post Date : End Date : Location : Atlanta, GA Full Time