Job Description

The 311 Data Collections and Reporting Analyst will play a critical role as a member of the 311 Contact Center.

The Data Collections and Reporting Analyst has the primary responsibility to gather, analyze, validate, specify, verify, report and manage the real needs of the 311 Contact Center and various  stakeholders (including department, elected officials, and business users). The Data Collections and Reporting Analyst is part of the 311 Contact Center Administrative Support team and serves as the conduit between the 311 Contact Center and various stakeholders within the City of Philadelphia.

ESSENTIAL FUNCTIONS

• Support recurring 311 Contact Center business performance and metrics reporting by developing key performance insights and effectively communicating observations (internal and external) to various stakeholders
• Extensive data analysis, evaluation of operational initiatives and interpretation of results with detailed findings and implications presented to key stakeholders at all levels
• Responsible for accuracy and timely distribution of standard, custom and ad hoc reports
• Partner with peers and colleagues to develop new reports and metrics aimed at improving departmental, end user and city-wide reporting efficiencies/effectiveness
• Excellent writing skills; must pay extreme attention to detail
• Understand business rules / requirements and data in performance management projects
• Constantly evaluate 311 Contact Center systems, processes and reports for inefficiencies and make recommendations for improvements/enhancements
• Collect, consolidate, and analyze data from all groups related to the structuring, analysis, and ongoing operations.
• Create and present process documentation, forecasts, and performance analysis as required.
• Maintain up-to-date procedural documentation
•  Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Designs and produces ad-hoc analysis and KPIs and reports on the 311 Contact Center operational performance metrics
• Providing insights to the organization on appropriate metrics, scorecards and dashboards to optimize performance
• Creates/delivers formal presentations for senior team members and key stakeholders

COMPETENCIES, KNOWLEDGE, SKILLS AND ABILITIES

• Proven strong analytical skills and attention to detail
• Excellent communication and organizational skills within and outside of the department
• Demonstrates the ability to successfully manage time and multiple competing priorities
• Ability to be assertive and make decisions
• Strong data analysis and problem solving skills with the ability to synthesize data, summarize issues, and think outside the box.
• Excellent written and verbal communication skills a must.
• Ability to articulate complex concepts simply.
• Expert proficiency in Microsoft Excel, heavy reporting, modeling experience.
• Organized with strong emphasis on time management and prioritization.
• Highly motivated and dedicated team player with natural curiosity and the capacity to work effectively
• Ability to manage multiple simultaneous tasks
• Must be a self-starter and highly motivated oriented independent thinker

ESPECIALLY STRONG CANDIDATES WILL HAVE EXPERIENCE WITH:  

• Tableau
• R and Phython or  relevant data analytics tools

WORK-LIFE

Working hours are generally 37.5 hours per week. Our team is currently remote, however we will be moving towards a hybrid schedule.

Qualifications

• Bachelor’s degree in Computer Science, Data Science, Information Systems, or a related field; or  
• 2-5 years of relevant experience, in an interpretation, reporting and data processing capacity, in a call center setting

An equivalent combination of education, experience, and/or training that provides the requisite skills, knowledge, and abilities as determined to be acceptable by the hiring authority. 

Additional Information

TO APPLY: INTERESTED CANDIDATES MUST SUBMIT A COVER LETTER, RESUME, AND DATA SAMPLES.

Salary Range: $60,000 - $65,000

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

*THE SUCCESSFUL CANDIDATE MUST BE A CITY OF PHILADELPHIA RESIDENT WITHIN SIX MONTHS OF HIRE

_PLEASE NOTE THAT EFFECTIVE SEPTEMBER 1, 2021 THE CITY OF PHILADELPHIA IS REQUIRING ALL NEW EMPLOYEES TO PRESENT PROOF OF VACCINATION AGAINST COVID-19. _

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx