The BST – Reporting Analyst is responsible for supporting the contact center operations by providing operational KPI reports and dashboards. It is the responsibility of this role to maintain daily operational data are available and accessible. The position is expected to be proactive in setting up accurate measurement matrices and has deep knowledge of the contact center software, supporting management in executing their business decisions, through their reports, with a high amount of precision and consistency.
Essential Duties & Responsibilities:
Reporting & Analysis
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 formulae;Verify reports in terms of plausibilityConsolidate information into a manageable formatContinuously monitors the accuracy and integrity of all data that is published in any report. Provide the business with the analytics needed to improve operational performanceReports Portfolio Management
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 solutions.Interface with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise-wide BI systems.Process Management & Support
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 mandates.Job Specifications (Qualifications, Skills, and Experience)
Educational Background:
➢ Preferably college graduate of a technical or business course and from a reputable institution.
Required Qualifications:
➢ Minimum of 5 years of Contact Center experience.
➢ At least 2 years of related experience in BPO reporting.
➢ Proficiency with Google Suite applications.
➢ Expert in using MS Excel, VBA Macro, and charting principles.
➢ Performance tuning experience related to reporting queries required.
➢ Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external, and customer teams.
➢ Requires strong analytical, conceptual, and problem-solving abilities
➢ Ability to manage multiple priorities, and assess and adjust quickly to changing priorities.
Competencies
1. Team Development
Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential. Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support and commitment.
2. Leadership
Managing, developing, and motivating others to ensure that they are able to fully contribute to Transcom's success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy, and is capable of transmitting it, motivating, and generating confidence.
3. Decision Making
Making decisions by taking action or expressing an opinion, even when the situation is unclear, based on adequate information with the aim of generating different solutions that enhance opportunities or facilitate the resolution of problems in the best interest of Transcom. Involves analyzing risks, and responsibility taken for the decisions made.
4. Planning and Organizational Capacity
Determining objectives and priorities effectively; planning timely measures in order to attain stated goals. Identifying and recruiting people and other resources in order to carry out a plan; allocating them in such a way that the intended results are achieved. Involves monitoring the results of tasks, assignments or projects.
5. Focus on the Client (Internal and External)
Demonstrating a commitment to quality services, effectively interpreting the needs of external and internal clients. Involves meeting client needs in an excellent and efficient manner; building productive client relationships; taking responsibility for client satisfaction and loyalty.
6. Focus on Quality
Setting high demands with respect to the quality of one's own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate
7. Focus on Results
Taking ownership of the achievement of his/her objectives or goals and demonstrating a determination to succeed and showing the final results. Collaboratively works with direct reports to set meaningful performance objectives, focusing on and guiding others in accomplishing their objectives. Having the stamina to remain firm and consistent when performing actions and tasks until the objective has been attained.