I was a Team Lead on my previous employment. A part of my function is to continually monitor my agents through keeping track of their scores. We are also required to send reports, fill up action or incident forms etc. Incident Reports require narrative description of a specific incident based on fact-finding and research.
I have used MS Word and Excel countless of times to create monitoring tools and reports to satisfy that specific job description. I am also knowledgeable in MS Office PowerPoint.