Workforce Reporting Analyst

7 days ago

Parañaque, Philippines UNAVAILABLE Full time

Overview

The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Global Philippines, Inc.

  • Recommending establishment of new or modified reporting methods and procedures to improve report content and completeness of information
  • Conferring with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements.
  • Examining and evaluating purpose and content of business reports to develop new, or improve existing format, use, and control.
  • Reviewing reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.
  • Evaluating findings, using knowledge of workflow, operating practices, record retention schedules.
  • Preparing and issuing instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.
Responsibilities
  • Ability to work on several projects simultaneously
  • Reports Management experience from a BPO/Call Center Industry is highly desired.
  • Working knowledge in Business Objects, Advanced MS Excel, SQL and Crystal Reports.
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Six Sigma certification preferred
  • Ability to exhibit professionalism
  • Demonstrated ability to work with a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
  • Ability to work a flexible schedule (graveyard/shifting schedule)
Qualifications
  • At least 6 months working experience at IBEX Global (for internal applicants)
  • Experience working in the WFM department or experience working with ACD and WFM tools and statistics preferred.
  • Proficiency with computer applications including various software applications such as Microsoft Word and MS Excel.
  • Minimum 1-2 years Call Center experience
  • Working knowledge of applicable customer contact systems (phone, e-mail, and web).
  • Broad understanding of client conformance measures.
  • Candidate must possess at least a Bachelor's/College Degree in any field.
  • Very strong analytical skills and mathematical skills
  • Excellent problem solving skills
  • Excellent verbal and written English communication skills
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