Job Description :

Senior Reporting Specialists are responsible for collecting, summarizing and inputting data for various internal and external reports. They prepare variety of standard and ad hoc custom reports related to Associate metrics such as average handle time (AHT), customer satisfaction scores (CSAT), key performance indicators (KPIs), etc., as well as other necessary reports at different levels. Reporting Specialists extract and compile data from different databases, utilize various reporting tools plus Excel and Access to produce reports based upon end user needs. They review data for accuracy and resolve issues when needed. Reporting Specialists are expected to have a thorough working knowledge of TeleTech's policies and procedures as well as client requirements, expectations and metrics related to reporting.

Key Performance Objectives
1. Achieve 100% of accuracy and timeliness of reports. Senior Reporting Specialists have daily, weekly, and monthly reports that must be run in timely and accurate manner. They work with multiple data sets to ensure complete and accurate data. Reporting Specialists need to meet timeliness requirements for metrics collection and reporting and utilize appropriate resources to generate solutions. They systematically archive and store raw data used in reports.(Time management, achievement motivation, results orientation, efficiency, accountability)

2. Learn key business objectives, timeframes, and requirements associated with each reporting goal and task. Become a reporting process and system expert. This includes high level of knowledge of TeleTech's and client's practices, policies, and requirements and having a thorough understanding of systems and tools that are used to extract data and run reports. Adapt quickly to any changes in the reporting process. Be able to troubleshoot issues, validate data and report issues that might impact data. Understand client's requirements for each report while strictly adhering to TeleTech's policies. (Attention to detail and process, follow-through, technical knowledge, ability to learn)

3. Understand and improve the key success metrics associated with reporting. These include:

Reporting accuracy - 95% tickets close without errors
Ability to close project/ticket in timely manner based on current departmental criteria
Customer Satisfaction (CSAT)

Reporting Specialists should identify opportunities for improvements in reporting systems and processes and participate in efforts to constantly improve current reporting process and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)

4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassures customers that issues will be resolved quickly and delivers with minimum long term impact. Proactively share all issues with management and other team members. Take personal responsibility for solving and finding solutions. Reporting Specialists work closely with Operations team, Quality Assurance, Workforce, as well as might have a direct contact with a client. (Customer focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate reporting issues as appropriate. Clearly identify reporting issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems/errors in the reports. Participate in testing solutions to ensure problems have been resolved. (Problem solving, judgment, communication, system troubleshooting)

Basic Qualifications

Work with business stakeholders to identify reporting requirements, and gather and analyze data from various sources.
Design and create reports using Looker Studio that provide valuable insights into business performance, including key performance indicators, operational metrics, and other relevant data.
Develop and maintain technical documentation, user manuals, and other documentation related to Looker Studio reporting solutions.
Analyze data to identify trends, patterns, and anomalies, and present findings to stakeholders in a clear and concise manner.
Work with IT and data management teams to ensure data accuracy, completeness, and consistency across systems and platforms.
Stay up-to-date with the latest reporting tools and technologies, and recommend improvements to existing Looker Studio reporting solutions.
Provide training and support to end-users, and ensure that Looker Studio reporting solutions are user-friendly and easy to understand.
Ensure compliance with data privacy and security requirements.

Preferred Qualifications

Bachelor's degree in Computer Science, Information Systems, or a related field.
1-3+ years of experience in data analysis and reporting, with proficiency in Looker Studio.
Strong analytical and problem-solving skills, with the ability to work with large datasets and complex data structures.
Proficient in SQL and other data analysis tools.
Experience with data visualization tools such as Tableau, Power BI, or similar.
Excellent communication and interpersonal skills, with the ability to work collaboratively across multiple departments and levels of the organization.
Detail-oriented, with a strong focus on data accuracy and quality.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Understanding of data privacy and security regulations.

What You Can Expect

Dedication to your career growth and professional development
Actively diverse and inclusive culture
Community-minded organization committed to giving back
Global team of curious lifelong learners guided by our company values
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Reporting Analyst

Analyst - Reporting and Governance