We are searching for an innovative, well-organized Reports Specialist to join our growing company. The responsibilities include creating, maintaining, and analyzing reports related to operations. The role involves extracting and organizing data from different sources, developing reports and dashboards, and providing insights to support decision-making and process improvement. This includes the ability to effectively manage risks and protect data.Reports Specialist - WFM

DUTIES & RESPONSIBILITIES:

• Assist in developing ad hoc reports using VBA to address business needs, including creating customized reports that will aid in the day-to-day operations of the department.
• Communicate effectively and provide in-depth insights to various stakeholders to help meet the required SLA for timeliness and quality.
• Design reports, scorecards, dashboards, and ad hoc analyses that provide workforce insights and KPIs.
• Develop, optimize, maintain, and publish dashboards, reports, data models, and data flows for performance tracking and KPI monitoring across all levels, from employee to site leader, and across all Geos.
• Lead the development and analysis of reports related to WFM. Provide strategic insights, drive process improvements, and collaborate with stakeholders to ensure that reports meet their needs.
• Own end-to-end reporting and MIS delivery for multiple processes. Be responsible for ensuring the timeliness and accuracy of all reports.
• Present perspectives on operational metrics (performance and efficiency) based on the reports and dashboards being generated.
• Process automation using advanced Excel and VBA macros.
• Provide guidance to less experienced colleagues or new members of the team
• Support transformation initiatives in the reporting and MIS domain.
• Work closely with operations to generate daily, weekly, and monthly reports.

COMPETENCY REQUIREMENTS:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• Analytical Thinking
• Detail Oriented
• Time Management
• Creativity and Innovation
• Problem Solving
• Team Player
• Expertise / Analytical Skills
• Drive for Results / Execution
• Computer Literacy

OTHER REQUIREMENTS:

Reports to:  WFM Officer

Education and/or Experience:

• Minimum average of 2-3 years of relevant working experience in a similar or Reports Analyst role, with a focus on business reporting, data analysis and project or client management in a customer service environment is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Experience working with statistical models, database concepts, reporting, or analytics tools, along with advanced knowledge of MS Excel (including VBA/Macros), T-SQL, and Power BI, are good to have knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals.

For IJP Posting.

• Must be a regular employee with a minimum of 1 year working experience within the company.
• No disciplinary action higher that a First Written Warning within the past 6 months.
• Must meet each KPI requirement for at least 4 out of the last 6 months.

Certificates, Licenses, Registrations: Not Applicable

Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Physical demands: This also requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.

Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

Quezon City, Bridgetowne ZetaPhilippines