Reporting Analyst

ibex; Metro Manila; On-site; PHP 2,648,000 - 4,035,000; Full time

Job summary

IBEX Jamaica is seeking a Reporting Analyst to manage report development and analysis for WFM programs across all sites. You will work to improve report content, reliability, and distribution, collaborating with stakeholders to identify issues and implement enhancements.

The role requires strong analytical skills, experience with WFM tools, and proficiency in Business Objects, SQL, and advanced MS Excel. A Bachelor’s degree and excellent English communication are essential for success in this

Qualifications

• Strong analytical and mathematical abilities.
• Experience in WFM, ACD, or stats preferred.
• Call center/BPO experience a plus.
• Experience with reporting systems and data visualization.
• Bachelor's degree required.
• Excellent English communication.

Responsibilities

• Suggest new or improved reporting methods to enhance content and completeness.
• Consult with stakeholders to identify problems and gather improvement ideas.
• Assess report purpose and content to develop better formats and controls.
• Review reports for origin, flow, format, frequency, and distribution.
• Evaluate findings using workflow and retention concepts.
• Prepare and issue instructions for report generation and distribution per updated policies.

Skills

Analytical skills

Communication skills

Project management

Team collaboration

Professionalism

Education

Bachelor's degree

Tools

Business Objects

MS Excel (Advanced)

SQL

Crystal Reports

Job description

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

Responsibilities

• 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.

Qualifications

• 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)
• 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