Build and run:
- Trend-metrics & trend-chart reports,
- Business review reports and- huddle dashboards, as required by Technical Support leads.
- Improve existing or create new reports and dashboards as required for continuous improvement of all Technical Support internal processes and delivered customer services.
- Improve automation of reporting of call-center, incident management data, knowledge base data and self-service data.
-Coordinate and execute the timely distribution of reports to management.
-Prepare gap analysis supporting documentation
-Create new and update existing cookbooks / instruction files for all reporting created.
Bachelor degree or equivalent
Basic: Management reporting and analytics experience with mid-large teams
Fluent in English
Excellent communication skills
Excellent in MS powerpoint, MS Excel
Excellent presentation skills, ability to discuss, elaborate on and defend key metrics with all organisation
Experience with , Avaya CMS, Tableau. SharePointPreferred: Proficient in VBA, MySQL