Reporting Analyst responsible for supporting contact centre operations by providing operational KPI reports and dashboards. The position requires creation, maintenance, and accuracy of all external, internal and ad hoc reports as required – Daily / Weekly / Monthly. The role is expected to be proactive in setting up accurate measurement matrices and have deep knowledge of the contact centre software, supporting management in executing their business decisions, through their reports, with a high amount of precision and consistency.
Requirements
- Creation, maintenance and accuracy of all external, internal and ad hoc reports as required – Daily / Weekly / Monthly
- Creating all reports and initial analysis of variance
- Verify the accuracy of sources and formula
- Verify reports in terms of plausibility
- Consolidate information into a manageable format
- Continuously monitors the accuracy and integrity of all data that is published in any report
- Provide the business the analytics needed to improve operational performance
- Maintains consistent communication to enhance the support experience
- Consistently demonstrates sound judgement
- Work with business partners to develop and analyse business intelligence needs
- Provide input to business requirements and functional specifications for the design and implementation of solution
- Interface with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise-wide BI systems
- Ensure proper configuration management and change controls are implemented for your sphere of influence
- Provide support as required to ensure the availability and performance of developed reports and dashboards for both external and internal users
- Provide technical assistance to his audience/s
- Alerts managers, as appropriate, when issues arise
- Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandate
Benefits
- Day 1 HMOMeal & Transportation Allowance
- Rice Subsidy
- Clothing Allowance
- 24/7 Teleconsult
- Free Psychologist Consultation
- In-house & Online Pharmacy
- Scholarship Program
- Retirement Fund
- Free Meal & Medicine (through Transcom’s Tap Card Rewards)
- Loyalty Incentives
- Accidental & Life Insurance
- Free Shuttle Service
