Company OverviewJoin 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.Principle Accountabilities (Key Result Areas)Provide daily/weekly/monthly operations performance metrics in a timely manner with data integrityWork with management to define reporting and data requirements and produce timely internal or customer deliverablesCreate and distribute routine and/or ad-hoc reports in support of non-standard requirementsPerform analysis to validate process compliance and provide trend/early-warning analysisIdentify opportunities to improve processes and performancesPartner with team members to build and maintain call scorecards to measure productivity and performanceDocument work instructions, process flows, and knowledge management materials to ensure accurate depiction of processes within the team and/or across Global Support ServicesProvide back-up support during periods of high-volume workflowTake on additional projects as assigned by managerWork both independently and in a cross functional team environmentKnowledge:Completed Highschool/Diploma/Vocational courseAt least 1-2 years of relevant reporting experience preferably in BPO/Call Center industryAdvanced Excel and Access skills (working knowledge SQL queries preferred)Knowledgeable in creating performance quartilesStrong analytical, problem solving, and mathematical skills with a detail-oriented mindsetExcellent verbal and written EnglishTeam player as well as ability to work individually with minimum supervisionStrong interpersonal skills to facilitate cross functional interactionAmenable to work US hoursIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
