Reporting Analyst WFM

Overview

The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Global Philippines, Inc.

• 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.

Responsibilities

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)

Qualifications

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