11/F Bonifacio One Technology Tower, BGC, Taguig
> 1 yr
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
The Specialist - Reports Analyst works individually and in a team environment to develop and maintain quality analyses and processes within Global Support Services and across cross functional teams. Responsibilities of this position include: Data Analysis, Process Improvement, and Documentation. Job Requirements: • Provide daily/weekly/monthly operations performance metrics in a timely manner with data integrity • Work with management to define reporting and data requirements and produce timely internal or customer deliverables • Create and distribute routine and/or ad-hoc reports in support of non-standard requirements • Perform analysis to validate process compliance and provide trend/early-warning analysis • Identify opportunities to improve processes and performances • Organize and maintain call data in applications including Cisco Webview, Siebel Analytics, and Excel • Partner with team members to build and maintain call scorecards to measure productivity and performance • Document work instructions, process flows, and knowledge management materials to ensure accurate depiction of processes within the team and/or across Global Support Services • Perform acceptance testing during Siebel release for enhancement • Provide back-up support during periods of high-volume workflow • Take on additional projects as assigned by manager • Work both independently and in a cross functional team environment Qualifications : • At least 1 year of relevant reporting experience • Advance MS Excel knowledge • Knowledge in MS Access and SQL • Functional understanding of IEX, AVAYA & IVR Systems • Ability to implement feedback. • Computer/IT Call Center experience preferred If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.