A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:

  Impact - The work you do here matters to millions. 

  Growth - Philadelphia is growing, why not grow with it? 

  Diversity & Inclusion - Find a career in a place where everyone belongs.

  Opportunities in Tech - Don’t wait for the future, shape it.

  Benefits - We care about your well being.

Agency Description

Philly311 is the primary method for constituents to obtain and ask questions about city services. The center handles over 2,000 contacts / day about city services. The goal is to provide world class customer service for every interaction and own any constituent problem until the issue is resolved.

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

Education and Experience

• Bachelor’s degree in business, public administration or related field.
• 2-5 years of relevant experience, in an interpretation, reporting and data processing capacity, in a call center setting
• Strong data analysis and problem-solving skills with the ability to synthesize data, summarize issues, and think outside the box.
• Excellent communication and organizational skills within and outside of the department
• 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. Attention to detail a must.

Competencies, Knowledge, Skills and Abilities

• Proven strong analytical skills and attention to detail
• Demonstrated ability to successfully manage time and multiple competing priorities
• Ability to be assertive and make decisions
• 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
• Ability to use computer software packages, including but not limited to: Microsoft Office and advanced understanding of Excel
• Excellent quantitative and data analysis skills
• Ability to initiate and drive projects to completion, with minimal guidance
• Extremely strong attention to detail and accuracy
• Strong knowledge and experience with statistics, research and analysis
• Excellent written and verbal communication skills with the ability to collaborate and work with others
• Ability to prioritize and respond to requests with speed and agility
• Ability to effectively communicate theoretical and analytical concepts and findings, both oral and written
• Ability to gather, correlate and analyze budgets, funding streams, financial allocations and other relevant data
• Ability to translate complicated data into useful information

Salary Range: $45,000 - $55,000

Please submit a resume with your application

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer
• Employees are eligible for a 25% tuition discount program (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 

Successful candidate must be a city of Philadelphia resident within six months of hire

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

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