- Location
- , PH
- Type
- Full-time
- Department
- Management
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Overview
The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Jamaica.
Responsibilities
- 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.
Qualifications
- 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)
- 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
Skills
SQLExcelSix Sigma