RESPONSIBILITIES:
* Analyze operational (and at times financial) statistics and make recommendations on how to improve processes. Examples of key processes would be validating headcount data, analyzing data gathered for eWFM, “billed to paid” data accumulation etc. Identify key trends in performance and develop new tools and/or reports to facilitate the management of that information The analyst will look at trends in operational/financial data that is coming from our ACD, Telecom Network, Scheduling Software, Payroll,etc. Data is compared to both internal standards as well as those established contractually with clients. Summary analysis and recommendations are provided to all levels of management internally and to the client.
* Develop and maintain national center operations data solutions that utilize Oracle, SQL, Access, Seagate Crystal Reports, and Excel. Examples include developing specific client reports, internal or center operations reporting, executive summary reporting as well as quarterly reviews. The data being analyzed is coming from ACDs, Telecom Networks, Scheduling systems,Payroll, etc. Programming skills in the software outlined above are required.
* As required, manage multiple complex business projects. Complex projects could include the rollout of new reporting tools for clients or internal use, working with Channel Manager/Enhasiv data, submitting requirements to data warehousing team for database changes, implementing new financial reporting software (Eyeris), providing client direct data feeds solutions, etc.
* Develop new reports both proactively and in response to client request in order to improve operational efficiencies
* Maintain national database records and perform routine audits of data validating proper site, client, and project relationships. This activity includes the daily review of all data records received during the nightly electronic extracts to validate the proper mapping in our data warehouse. The responsibilities include writing reports and queries to audit the data. These reports and audits are performed daily, and appropriate actions are taken to correct the data if necessary.
* Seek out new opportunities to evaluate data through the utilization of new technologies and tools
* Prepare routine reports that provide insightful analysis of performance including specific recommendations for improvements.
* Develop new processes for the gathering, and maintenance of corporate data
* Work directly with clients to determine reporting requirements and develop appropriate solutions
REQUIREMENTS:
* Needs to understand multiple business areas including OSC and center operations.
* Required with 3-5 years of experience.
* Previous call center or outsourcing experience
* Ability to manage complex multiple complex projects
* Strong background in reporting (operations and financial)
* SQL experience required
* Seagate Crystal Reports background a plus
* Database administration skills using Access and Oracle databases
* Must be willing to work either in Cebu or Iloilo
* Applicants should be Filipino citizens or hold relevant residence status.
To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.
Preference will be given to candidates who APPLY ONLINE
Company Name :
TeleTech Customer Care Management Phils., Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634
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