Senior Reporting Analyst

TELUS Digital PH; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading telecommunications and digital solutions provider in the Philippines is seeking a professional for Call Center Operations and Client Services. The role involves analyzing business needs, ensuring timely resolution of support issues, and providing exceptional client services. Ideal candidates should possess strong leadership, analytical, and communication skills, with a keen attention to detail. This position offers opportunities for continuous process improvement and collaboration across teams.

Qualifications

• Working knowledge of call center operations and organization required.
• Prior knowledge of client specifics preferred.

Responsibilities

• Accountable for timely resolution of support issues involving systems and processes.
• Maintain monthly and weekly updates for Client Services reporting.
• Conduct analysis of program data and reports to determine gaps and errors.
• Facilitate and motivate team members utilizing Change Management techniques.

Skills

Call center operations knowledge

Analytical skills

Leadership skills

Communication skills

Interpersonal skills

Team motivation

Detail-oriented

Problem-solving abilities

Job description

Overview

Responsible for in-depth analysis of client / program-specific business needs and the design, development and delivery of solutions to meet those business needs. Focus on continuous process improvement, execution and delivery.

Function: Call Center Operations

• Accountable for analysis, implementation, documentation, testing and communication on simple to moderately complex projects. These may include:
• requirements definition
• input on assessment and planning activities
• business case development
• risk assessment / mitigation
• stakeholder update presentations
• user interfaces/ processes
• continues alignment to program/account scope
• communication on basic and/or individual components of program/s / account/s
• Provides cost effective solutions that allow for rapid product and service introduction, are scalable and that enhance the customer experience while ensuring data integrity and/or maintaining system stability.
• Accountable for timely resolution of support issues involving organization's systems and processes.
• Establishes regular communication with counterparts onshore to maintain consistency and streamlined processes, as well as enhance business performance through continuous process improvements.
• Closely monitors and creates overall program scorecards and performance with the assistance of Operations Manager and Program Coordinator. Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
• Shares best practices within the assigned program/account and support team from onshore.

Function: TI Client Services

• Submit required reports on a timely basis, attend meetings and liaise with Global Operations teams as required (includes sensitive data).
• Maintain monthly and weekly updates for Client Services reporting as required, as well as collection or distribution of required documents as needed.
• Work with multiple stakeholder groups across multiple geographies to collect and present the data.
• Responsible for generation of executive dashboard related reporting including Operational Program Performance, Program Headcount, Program Financials, and Quality of Service.
• Ensure accuracy and completeness of documents submitted within the prescribed period in adherence to TI quality standards (i.e. format, grammar, data validation).
• Conduct analysis of program data and reports to determine gaps and errors; recommend opportunities for improvement and data cleanup/revision as necessary.
• Ongoing Client Services support as required to comply with the organization's business/ IT issues and requirements.
• Respond to Client Services issues and engage the appropriate service delivery and service support teams to satisfy client service elements to resolution.
• Available for customer escalations and Client Services support as required
• Adhoc client/Client Services requests (pricing/financials liaison on client billing issues; ad hoc reporting requests).

Required skills + qualities (technical)

• Working knowledge of call center operations and organization required.
• Prior knowledge of client-specifics preferred.

Required skills + qualities (non-technical)

• Superior leadership, organizational, interpersonal and communication skills.
• A proven ability to coach and implement corrective action to team members through positive feedback, and recognize and reward superior performance.
• Consistently exercise active listening.
• An exceptional ability to facilitate and motivate team members utilizing proven Change Management techniques.
• Exceptional analytical skills with an ability to troubleshoot and carry out problem resolution.
• Has keen attention to detail.
• Demonstrated ability to set priorities, meet deliverables and work with minimal supervision.
• Welcome and support new technologies and approaches to work processes.
• Initiate the removal of departmental barriers and unproductive rules.
• Able to take current state and apply knowledge to achieve future state objectives.
• Adaptive to changing work schedules and working hours.
• Has high critical thinking and problem solving abilities.