REPORTS ANALYST

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Requisition ID: JID_34548_13404
Job Category: Call Center
Location: Philippines-Pampanga-Clark
Posted Date: 8/2/2017 10:23:12 AM

Essential Duties & Responsibilities:

  • Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.
  • Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner.
  • Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations' purposes.
  • Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases.
  • Provides immediate feedback or updates to the management team as to the center's performance.
  • Audits reports and uses available resources to confirm accuracy
  • Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues
  • Coordinates with WFM regarding data sources and other related reports
  • Facilitates the monitoring of performance recognition and incentive programs every month/pay period
  • Completes other duties and projects as required. 

 

Qualifications:

  • Must have above average data analysis and problem solving skills
  • Outstanding organizational skills and the ability to handle multiple projects while meeting deadlines without sacrificing the quality of work
  • Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS). Knowledge in MS Access databases, Microsoft SQL and .Net  environment and/or other web applications would be an advantage
  • Must possess strong interpersonal and communication skills to work effectively with management and clients 
  • Ability to work individually on a project or in a team environment with technical and non-technical colleagues
  • Must be comfortable working with highly confidential data as well as learning data at a company-wide level.
  • Demonstrated ability to work in a fast-paced environment
  • Must be available to work flexible hours to support hours of operation
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