Senior Reporting Analyst

Confidential; Taguig; On-site; PHP 420,000 - 640,000; Full time

Job summary

Confidential is seeking a Client Operations professional to analyze client needs and design, develop, and deliver solutions that improve processes and customer experience. You will lead implementation, documentation, testing, and communication across simple to moderately complex projects.

Responsibilities include stakeholder updates, ongoing client services support, and collaboration with Global Operations to ensure consistency and scalable improvements.

Qualifications

• Post-secondary diploma/certification; Bachelor's degree preferred.
• Post-secondary education in business, marketing, IT, or equivalent preferred.
• Minimum 3 years in call center operations with 6–12 months in a supervisory role.

Responsibilities

• Analyze client/program data to determine gaps and opportunities.
• Prepare and present stakeholder updates and reports.
• Ensure timely resolution of client service issues.
• Collaborate with cross-functional teams to drive process improvements.
• Maintain program scorecards and performance metrics with Operations Manager.

Skills

Call center operations

Leadership

Communication

Stakeholder management

Data analysis

Microsoft Office

Salesforce

Verint

Process improvement

Education

Post-secondary diploma/certification

Bachelor's degree preferred

Business/Marketing/IT background

Tools

Salesforce

Verint

Excel

PowerPoint

Job description

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: Client Operations

• Accountable for analysis, implementation, documentation, testing, and communication on simple to moderately complex projects. These may include:
• input on assessment and planning activities
• stakeholder update presentations
• 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 enhance the customer experience while ensuring data integrity and/or maintaining system stability.
• Accountable for timely resolution of support issues involving systems and processes.
• Establishes regular communication with counterparts (Global Operations) 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 the 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.

Function: Client Services

• Submit required reports on a timely basis, attend meetings, and liaise with Global Operations teams as required (including 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 TI geographies to collect and present the data.
• Responsible for the 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 the company's 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 company'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.
• Act as point of contact for all Client Services-related process needs as required.
• Adhoc client/Client Services requests (pricing/financials liaison on client billing issues; ad hoc reporting requests).

Required skills + qualities (technical):

• Post-secondary diploma/certification; Bachelor's degree preferred.
• Post-secondary education in business, marketing, IT, or equivalent experience is preferred.
• Minimum 3 years experience in call center operations, with 6 months to 1 year experience in a supervisory capacity, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
• Working knowledge of call center operations and organization is required. Prior knowledge of client-specifics preferred.
• Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint.)
• A clear understanding of Operational Metrics. (e.g. Average Handle Time, Customer Satisfactions, etc.). Understanding of Operational measuring tools. (e.g. Salesforce, Verint).
• Demonstrate a clear knowledge of the company's strategic direction, products, and services. Proficiency with other call center-specific software/systems.

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.
• Ability to create opportunities to move the company's to a customer-driven, integrated solutions company.
• Able to take current state and apply knowledge to achieve future state objectives.
• Adaptive to changing work schedules and working hours.