Reporting Analyst - Workforce Management (Managed Services)
TTEC
Pasay City, Metro Manila, National Capital, PH
4d ago

COMPANY OVERVIEW :

TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions.

Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centers in 16 countries.

TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies - to increase their operating efficiencies.

We support more than 270 business process outsourcing programs, serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.

At TeleTech, technology is the backbone of our business. Behind the scenes of every workstation, service delivery center, client solution, and business innovation is a vast and sophisticated technology infrastructure that makes everything we do not only possible, but positions us as a market leader in delivering highly efficient, sustainable, and successful solutions to our Fortune 1000 clients.

To stay at the forefront and leap frog our competition, TeleTech is committed to creating game changing technology that delivers unprecedented value.

For software development professionals, TeleTech is a unique haven of opportunity to work with and create some of today's most advanced technologies.

JOB OVERVIEW :

A Reporting Analyst provides value-added reporting services to the TeleTech client base through the design, creation, support and analysis of enterprise operations and financial reporting.

Activities include business analysis, report design modeling, report development, report implementation and post launch support.

DUTIES & RESPONSIBILITIES :

Develop new reports and modifying existing reports, both proactively and in response to client request or in order to improve operational efficiencies.

Developing and implement specific client reports, internal or center operations reporting, executive summary reporting as well as quarterly reviews.

The data being analyzed is coming from ACDs, Telecom Networks, Scheduling systems, Oracle HRMS etc.

Troubleshoot and identify issues with existing reports and data.

Work directly with external and internal client to determine reporting requirements and develop appropriate solutions.

Work with Data warehouse team to support client specific reporting by creating requirements for data acquisition and storage to support the upstream report development.

QUALIFICATIONS :

  • Minimum of 2 years of reporting development experience in a call center / BPO environment.
  • Highly skilled in using MS Excel.
  • Reporting development experience using Oracle, SQL, VMWare, Crystal Reports or MSRS (Microsoft Reporting Services) an advantage.
  • Workforce Management Experience preferred.
  • Ability to clearly communicate with non-technical requestors and technical partners.
  • Willing to work on the Graveyard shift.
  • Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes.

    Headhunters and recruitment agencies may not submit resumes / CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.

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