Reporting Analyst WFM

ibex; Palestine (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

IBEX Global Philippines, Inc. is seeking a Reporting Analyst to manage report development and analysis for all WFM programs across sites. The role requires strong skills in Business Objects, Excel, SQL and Crystal Reports, with a proactive, detail-oriented mindset.

Candidates should possess a bachelor’s degree and have 1–2 years in a call center environment. Flexibility to handle multiple projects and deadlines is important, with a capability to communicate effectively with stakeholders.

Qualifications

• Bachelor's degree required in any field.
• 6 months IBEX Global internal applicant experience is a plus.
• 1–2 years of Call Center experience preferred.
• Strong analytical and mathematical skills are essential.
• Excellent written and verbal English communication required.

Responsibilities

• Manage report development and analysis for WFM programs across sites.
• Recommend new or modified reporting methods to improve content and completeness.
• Consult with report originators to identify problems and gather improvement ideas.
• Evaluate reports to improve format, use and control.
• Review basic report characteristics: origin, flow, frequency, distribution and purpose.
• Prepare and issue instructions for report generation and distribution.

Skills

Business Objects

MS Excel

SQL

Crystal Reports

Six Sigma

Call Center experience

Education

Bachelor's degree

Tools

MS Word

Job description

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

• - 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.

• 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