Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Position : Custom Reports Analyst Work Location : Mandaluyong City (temporary WFH)Work Status : Full TimeWork Schedule : US Hours To complement our rapid growth, Five9 is looking for a Custom Reports Analyst to join our Professional Services Custom Reporting and Analytics team.
The ideal candidate for this role will be responsible for consultative performance in all areas related to solution development and implementation in the Five9 offered data customization and reports to clients.
He / She will directly report to the Manager, Professional Services. Responsibilities :
Be the client facing contact to gather and refine requirements, design and document requirements to be used by the Report Engineer to develop custom reports’ scripts.
Lead key projects providing guidance and best practices of report design and solution.
Be an effective communicator (verbal and written)
Constantly interact with Five9 Clients, Customer Support and Professional Services departments in order to set specifications, formulate and analyze reporting requirements and troubleshoot.
Be conduit between Five9 clients and Custom Reports Engineers to interpret clients reporting, data analysis requirements and translate to Five9 database / reporting structure
Act as SME for custom reports and internal tools products and offerings and manage service delivery.
Understand client requirements and design; work with key stakeholders to help formulate templates, SOW’s / contracts, technical designs and Implementation Project Plans that meet the needs of the business.
Proactively recognizing and communicating challenges, managing expectations and escalations with effective and relevant communications, managing project changes and providing contingency plans that enable customer success.
TRAVEL : Some travel could be required approx. 20% - 35%
3+ years in reporting analysis
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR / VRU and Call Center practices
Ability to communicate efficiently
Must be able to manage multiple activities simultaneously and on your own while requiring little or no oversight.
BA / BS or equivalent experience.
Previous experience in ETL development and data integration to varying systems a plus
Avaya CSM experience a plus
Existing Five9 reporting knowledge a plus
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
While on work from home setup : Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)