Reporting Specialist Senior Reporting Specialists are responsible for collecting, summarizing and inputting data for various internal and external reports. They prepare variety of standard and ad hoc custom reports related to Associate metrics such as average handle time (AHT), customer satisfaction scores (CSAT), key performance indicators (KPIs), etc., as well as other necessary reports at different levels. Reporting Specialists extract and compile data from different databases, utilize various reporting tools plus Excel and Access to produce reports based upon end user needs. They review data for accuracy and resolve issues when needed. Reporting Specialists are expected to have a thorough working knowledge of TeleTech's policies and procedures as well as client requirements, expectations and metrics related to reporting. Key Performance Objectives 1. Achieve 100% of accuracy and timeliness of reports. Senior Reporting Specialists have daily, weekly, and monthly reports that must be run in timely and accurate manner. They work with multiple data sets to ensure complete and accurate data. Reporting Specialists need to meet timeliness requirements for metrics collection and reporting and utilize appropriate resources to generate solutions. They systematically archive and store raw data used in reports.(Time management, achievement motivation, results orientation, efficiency, accountability) 2. Learn key business objectives, timeframes, and requirements associated with each reporting goal and task. Become a reporting process and system expert. This includes high level of knowledge of TeleTech's and client's practices, policies, and requirements and having a thorough understanding of systems and tools that are used to extract data and run reports. Adapt quickly to any changes in the reporting process. Be able to troubleshoot issues, validate data and report issues that might impact data. Understand client's requirements for each report while strictly adhering to TeleTech's policies. (Attention to detail and process, follow-through, technical knowledge, ability to learn) 3. Understand and improve the key success metrics associated with reporting. These include:· Reporting accuracy - 95% tickets close without errors· Ability to close project/ticket in timely manner based on current departmental criteria· Customer Satisfaction (CSAT)Reporting Specialists should identify opportunities for improvements in reporting systems and processes and participate in efforts to constantly improve current reporting process and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication) 4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassures customers that issues will be resolved quickly and delivers with minimum long term impact. Proactively share all issues with management and other team members. Take personal responsibility for solving and finding solutions. Reporting Specialists work closely with Operations team, Quality Assurance, Workforce, as well as might have a direct contact with a client. (Customer focus, friendly, helpful, accountability, diplomacy, communication) 5. Escalate reporting issues as appropriate. Clearly identify reporting issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems/errors in the reports. Participate in testing solutions to ensure problems have been resolved. (Problem solving, judgment, communication, system troubleshooting) Basic Qualifications·Strong understanding of Teletech's business, core values, and goals·Strong interpersonal skills in dealing with a diverse population·High customer service orientation High level of integrity, honesty, and judgment Ability to respect and ensure strict confidentiality of customer data. Demonstrated multi-tasking capability and proven success in fast paced environment Strong attention to detail and desire to follow procedures· Strong verbal and written communication skills· Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly· Analysis and logic skills· Reporting· TroubleshootingPreferred Qualifications· Knowledge of call center business· Call center experience· Power Query· Power BI is a plus but not required· 2–3-year Reporting Specialist Experience· Strong Talent Acquisition BackgroundWhat You Can Expect· Dedication to your career growth and professional development· Actively diverse and inclusive culture · Community-minded organization committed to giving back· Global team of curious lifelong learners guided by our company values· And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you Who We Are:TTEC is a pioneer in customer experience, engagement and growthsolutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other. Our Customer Technology Services segment drives customerexperience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services. TTEC is proud to be an equal opportunity employer where allqualified applicants will receive consideration for employment without regardto race, color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, or status as a protected veteran. TTEC embraces and iscommitted to building a diverse and inclusive workforce that respects andempowers the culture and perspectives within our global teams. We strive toreflect the communities we serve by not only delivering amazing service andtechnology, but also humanity. We make it a point to make sure all ouremployees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to viewprojects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
