Reporting Analyst
TTEC
Santa Rosa, Calabarzon, PH
4d ago

Reporting Analyst

When everything’s connected, how we connect is everything and we’d like to connect with you too! We’re looking for a Reporting Analyst with TTEC supporting multiple client programs.

About TTEC :

We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone.

Your role brings that principle to life.

Life at TTEC :

As a global company, we’re always on. When one of us is going to bed, a coworker half-way around the world has already had their coffee (or tea) and is ready to grab the baton and run with it.

We work at a fast pace around here and we’re not one for keeping the status quo. But just because we’re busy, it doesn’t mean we don’t know how to have fun.

We’re passionate about throwing company events that bring us together to laugh and celebrate each other’s achievements. We’re also big on taking time out for professional development and giving back.

So, if you’re looking for a work-life full of purpose, passion and career potential, keep reading

What you’ll be doing :

Are you looking for an opportunity where you’ll bring your analytical skills to the table and provide recommendations to improve processes?

As a Reporting Analyst, you’ll provide value added service to the TTEC client base by generating and analyzing operations and financial reporting.

Responsibilities include business evaluation, process development, business analysis, business modeling and report development.

On a typical day, you’ll :

Deliver timely and accurate agent level performance, efficiency, and reliability reporting.

  • Maintain and deliver Daily, Weekly and Monthly performance reports / Dashboards
  • Perform Empower EDS tasks (EDS certification training required) for agent and TL scorecard management
  • Client Performance Updates
  • Other Ad-hoc reporting needs ex. Attrition, Absenteeism and other performance and compliance metrics report
  • Show the thirst of self-development by completing trainings on TTECs proprietary Learning Management system
  • Support Ops with data and analytics for Weekly, Monthly and Quarterly business reviews
  • Support multiple client programs
  • Here are our expectations for the role :

  • Maintain database records and performing routine audits of data validating proper site, client, and project relationships
  • Provide ad-hoc reporting support to client / operations
  • Develop new reports both proactively and in response to business need or client request to improve operational efficiencies
  • Need to develop and maintain center operations data solutions that utilize IEX, Qualtrics, Tableau, Genesys, GI2, SQL Server and other client related tools
  • Provide insights and analytics to help operations in improving processes, productivity and efficiency KPIs for business reviews
  • Manage multiple complex business projects
  • Why you? What you bring :

    Connections are everything here at TTEC. That means we connect with our customers, our teammates and most importantly with you.

    And the ability to connect yourself is what you bring to the table along with the following :

  • Experience in reporting (operations and financial) is preferred
  • Experience with Reporting is required
  • 3+ years call center or outsourcing experience
  • Business Intelligence Platform Administration (Tableau, Bix, Salesforce & etc.) experience is preferred
  • Ability to deliver high-quality results, on time and on target
  • Ability to work cooperatively with stakeholders and team member to resolve the issues on hand
  • Enjoy the excitement of a dynamic environment
  • Exemplary communication skills to include written, verbal skills and superior listening skills
  • Bachelor’s degree in a business-related field or equivalent preferred
  • Advanced skill in Excel and other MS Office applications
  • Must be able to work in a flexible shift
  • As a TTEC Customer Experience Champion, you’ll enjoy :

  • Career-growth and lots of learning opportunities for aspiring minds
  • Fun, talented and witty teammates
  • Knowledgeable, encouraging, and present leadership
  • Family-friendly environment
  • Free-spirited, theme-based employee events
  • Diverse and community-minded organization
  • And yes all the competitive pay, performance incentives, and benefits you’d expect
  • And most importantly a positive and optimistic attitude and outlook
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