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 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 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

• 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

• 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

Knowledge:

• Completed Highschool/Diploma/Vocational course

• At least 1-2 years of relevant reporting experience preferably in BPO/Call Center industry

• Advanced Excel and Access skills (working knowledge SQL queries preferred)

• Knowledgeable in creating performance quartiles

• 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

• Strong interpersonal skills to facilitate cross functional interaction

• Amenable to work US hours

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.