Location: Philippines, Pasig- Tiendesitas
Job category: Operations
Transcom is looking for talented individuals like you to join our awesome team! Be the next Reporting Analyst for our Transcom Pasig site.
What's in it for YOU!
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO
Meal & Transportation Allowance
Free Psychologist Consultation
In-house & Online Pharmacy
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Accidental & Life Insurance
Free Shuttle Service
Join our Transcom Family as a Reporting Analyst!
The Reporting Analyst is responsible for supporting the contact centre operations by providing operational KPI reports and dashboards. It is the responsibility of this role to maintain daily operational data are available and accessible. The position is expected to be proactive in setting up accurate measurement matrices and have deep knowledge of the contact centre software, supporting management in executing their business decisions, through their reports, with a high amount of precision and consistency.
Essential Duties & Responsibilities:
Reporting & Analysis
▪ Creation, maintenance and accuracy of all external, internal and ad hoc reports as required – Daily / Weekly / Monthly ▪ Creating all reports and initial analysis of variance; ▪ Verify the accuracy of sources and formulae; ▪ Verify reports in terms of plausibility; ▪ Consolidate information into a manageable format; ▪ Continuously monitors the accuracy and integrity of all data that is published in any report. ▪ Provide the business the analytics needed to improve operational performance
Reports Portfolio Management
▪ Maintains consistent communication to enhance the support experience. ▪ Consistently demonstrates sound judgement. ▪ Work with business partners to develop and analyse business intelligence needs. ▪Provide input to business requirements and functional specifications for the design and implementation of solution. ▪ Interface with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise wide BI systems
Process Management & Support ▪ Ensure proper configuration management and change controls are implemented for your sphere of influence. ▪ Provide support as required to ensure the availability and performance of developed reports and dashboards for both external and internal users. ▪ Provide technical assistance to his audience/s. ▪ Alerts managers, as appropriate, when issues arise. ▪ Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates.
To be successful in this role you must…
Educational Background: ➢ Preferably college graduate of a technical or business course and from a reputable institution.
Required Qualifications: ➢ Minimum of 5 years of Contact Center experience. ➢ At least 2 years related experience in BPO reporting. ➢ Proficiency with Google Suite applications. ➢ Expert on using MS Excel, VBA Macro and charting principles. ➢ Performance tuning experience related to reporting queries required. ➢ Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external and customer teams. ➢ Requires strong analytical, conceptual and problem-solving abilities ➢ Ability to manage multiple priorities, and assess and adjust quickly to changing priorities.
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.
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