Job Description
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 Specialist - 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
• Organize and maintain call data in applications including Cisco Webview, Siebel Analytics, and Excel
• 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
• Perform acceptance testing during Siebel release for enhancement
• 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
• Master’s degree in a business related degree (bachelor’s degree will be considered if extensive experience) is a plus
• 3-5 years of technical and industry experience of working in a global company environment
• Proficiency in Siebel CRM data analysis or similar CRM tool
• Advanced Excel and Access skills (working knowledge SQL queries preferred)
• 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
• Advance MS Excel knowledge
• Knowledge in MS Access and SQL
• Functional understanding of IEX, AVAYA & IVR Systems
• Ability to implement feedback.
• Strong interpersonal skills to facilitate cross functional interaction
• Computer/IT Call Center experience preferred
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.