Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Position Purpose
The
Reports Analyst works individually and in a team environment to develop and maintain quality analyses and processes within Global Support Services and across cross-functional teams. Responsibilities of this position include: Data Analysis, Process Improvement, and Documentation.
Job Requirements
- Provide daily/weekly/monthly operations performance metrics in a timely manner with data integrity
- Work with management to define reporting and data requirements and produce timely internal or customer deliverables
- Create and distribute routine and/or ad-hoc reports in support of non-standard requirements
- Perform analysis to validate process compliance and provide trend/early-warning analysis
- Identify opportunities to improve processes and performances
- Partner with team members to build and maintain call scorecards to measure productivity and performance
- Document work instructions, process flows, and knowledge management materials to ensure accurate depiction of processes within the team and/or across Global Support Services
- Provide back-up support during periods of high-volume workflow
- Take on additional projects as assigned by manager
- Work both independently and in a cross functional team environment
Qualifications
- Work in US business hours
- Completed Highschool/Diploma/Vocational course
- At least 1-2 years of relevant reporting experience preferably in BPO/Call Center industry
- Advanced Excel and Access skills
- Strong analytical, problem solving, and mathematical skills with a detail oriented mindset
- Excellent verbal and written English
- Team player as well as ability to work individually with minimum supervision
- Strong interpersonal skills to facilitate cross functional interaction
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
