Call Center Reporting Coordinator in Miguel Hidalgo, Mexico

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Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter’s.

This role is truly impactful to the financial success of both the eCommerce and Consumer Affairs Call Centers

This role typical reports into Tasha Loadholt (eComm Call Center Support Manager and is based in our XX office in our remote work environment

• 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: (Requirements section)

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