Job Openings
Metrics and Reports Analyst
About the job Metrics and Reports Analyst
This role is responsible for reporting on measurable performance indicators for various Operations Teams within the company. S/he will work closely with various Operations Leaders and key stakeholders to implement, execute, and revise metrics reports, identify, and analyze meaningful trends, drive process optimization initiatives and recommend valuable solutions to address performance gaps.
S/he will actively support the delivery of performance metrics methodologies, frameworks and best practices across the organization as well as develop and implement strategies to streamline the metrics reporting structure, performance dashboards and scorecards, and other performance measurement and performance management tools.
Accountabilities:
• Support the successful execution of a streamlined Report Portfolio / Metrics Harmonization and Tableau Automation and Migration.
• Accountable for the production and reporting of the day-to-day operational metrics, performance indicator reports and dashboards for assigned business work stream(s). Work performed in line with targets – CSAT, Customer Effort Score, Quality, Timeliness, and Agent Performance.
• Maintain global processes to align metrics to operational strategies and key initiatives. Work to improve insight and best practice benchmarking across the organization.
• Deliver analytics and proactive insights into key global metrics trends to support data driven decisions that are in best interest of the customers and the business.
• Coach, mentor and facilitate sharing of best practices with the companys Local SME metrics resources.
• Continually assess current deliverables / reports to ensure driving highest business value.
• Develop business trend analysis, monitor key operating metrics and communicate those results to management.
• Provides operational and ad hoc information as well as customized reports for specific audiences.
• Work closely with Global Consultants and Local Operations leaders / SME’s to provide ad hoc analysis, and to implement new reports and enhancements to existing reports / dashboards.
Qualifications:
• Must possess at least a Bachelor's/College Degree, any field.
• Must have at least 1 to 2 years of working experience in the related field is required for this position. • Strong familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.
• Excellent communication and presentation skills.
• Strong analytical, quantitative, and deductive reasoning skills.
• Demonstrated experience defining and/or creating reporting for operations, performance, or risk.
• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends.
• Ability to work with management teams to translate high-level business plans into action steps and reporting solutions.
• Demonstrated ability to work/communicate with all levels of management.
• Demonstrate solid leadership skills in building enterprise value as an indispensable business partner.
• Highly proficient in Microsoft Word, Excel and PowerPoint.
• Familiarity with Tableau, Access and SQL database, principles of database structures, and associated reporting platforms preferred but not required.
• Process mapping and work flow development and maintenance experience desirable.
• Lean, Six Sigma, COPC knowledge and/or demonstrated process improvement expertise a plus
• Willing to work on a fixed night shift