ALABANG | Global Reporting Manager
Arvato Corp.
Muntinlupa, Philippines, PH,
4d ago

Position Summary :

The incumbent must be detail-oriented with a strong focus on accuracy and timeliness. The role requires extensive experience in data analysis and an innovative focus on developing reports for all contact centers.

Incumbent supports the daily operations performance of the contact center team and is responsible for the reporting area in all the countries where the Global Project is operating.

This includes the analysis and review of the day-to-day service performance, as well as overall client, contact center and performance reporting.

Overall Responsibilities :

  • Design global project reports.
  • Oversee and manage the reporting technicians team.
  • Extract data from client and company systems.
  • Keep all reports, templates and links updated.
  • Maintain and create tools that facilitate queries.
  • Perform in depth analysis of any serious deviation of the indicators (KPI’s).
  • Participate in the Client meetings.
  • Participate in sales proposals
  • Follow up meetings with the entire team at the different site s.
  • Maintain existing reporting database tools through current knowledge of programs and tools and processing report requests
  • Provide requested reports with the required data elements for team and other departments as needed
  • Reconcile and validate data to insure high integrity reporting
  • Conduct system, database, and reporting audits to ensure high integrity reporting and report deliverables’ timeliness, accuracy and efficiency
  • Develop new reporting applications and / or enhance reports and dashboards to meet business demands for both ad-hoc or ongoing needs
  • Review and evaluate daily service level and prepare performance report for client and internal management team.
  • Prepare Weekly, Monthly, and Quarterly Business Review PowerPoint presentations as required.
  • Determine reporting opportunities to streamline manual processes and develop or implement automated procedures
  • Ensure the timely and accurate generation of all internal and external reporting including consistency and standardization amongst the various types of reports and databases
  • Maintain knowledge of functional area and company policies and procedures
  • Adapt to changing requirements in business need and anticipate needed input and assistance by maintaining understanding of changing management objectives
  • Knowledge, understanding, and compliance with applicable Federal and local laws and regulations relating to job duties
  • Job Requirements :

  • 2-4 years’ Experience in a leadership role in a large contact center setting
  • 3 years’ experience as WFM or Reporting Analyst, preferably in international projects
  • Experience in managing projects with different kind of queues : inbound, outbound calls, back office, social media services, etc.
  • Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
  • Strong organization and time management skills.
  • Proven ability to manage processes and technology, including MS Office products.
  • Superior written and verbal communication skills.
  • Must have strong technical and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  • Understanding of MS Excel and advanced logical formulae, including data check, logical statements, and mathematical calculations
  • Exhibit strong attention to detail
  • Ability to exercise independent judgment discretion
  • Strong knowledge and experience in utilizing Visual Basic Application (macro)
  • Strong knowledge of and experience with reporting and analytics services (i.e. SSRS, Crystal Reports, Microsoft Power BI, Tableau), databases (i.e. Ms Access, SQL)
  • Ability to exercise independent judgment discretion
  • Must be willing to work on shifting schedule
  • Must be willing to work on holidays and weekends
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