Reports Analyst II

Alorica


Date: 4 days ago
City: Davao
Contract type: Full time
Duties & Responsibilities

  • Work collaboratively with the leadership team to understand goals and objectives related to the user experience needs as well as opportunities for process improvement and efficiencies.
  • Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information.
  • Confers with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements.
  • Examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control: Reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.
  • Provides daily, weekly, and monthly reports to appropriate channels and recipients.
  • Integrates data generated internally and from external clients to create reports based on the needs of the business.
  • Collects and consolidates data for business use using Excel spreadsheets and other available reporting technologies.
  • Provides immediate feedback or updates to the management team as to the organization’s performance.
  • Audits reports and uses available resources to confirm accuracy.
  • Identifies and resolves reporting issues proactively and immediately informs the direct supervisor and stakeholders for any hot issues.
  • Completes other duties and projects as required.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
  • Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics

  • Ability to read, write, and speak English.
  • Ability to analyze and interpret moderately complex data using workforce management software.
  • Ability to work with peers and other teams to achieve performance goals and objectives.
  • Proficient personal computer skills including Microsoft Office.
  • Ability to communicate effectively with all levels of management and company personnel.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to make decisions and solve problems under pressure.
  • Ability to perform in a fast-paced and dynamic work environment.
  • Ability to maintain the highest level of confidentiality and professionalism.

Education & Experience

  • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
  • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
  • Prior experience with Verint, EWFM, Aspect, Genesys and IEX preferred.

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