Senior Specialist, Reporting Job Listing at TeleTech in Cainta

Senior Reporting Specialist

Senior Reporting Specialists are responsible for collecting, summarizing and inputting data for various internal and external reports. They prepare variety of standard and ad hoc custom reports related to Associate metrics such as average handle time (AHT), customer satisfaction scores (CSAT), key performance indicators (KPIs), etc., as well as other necessary reports at different levels. Senior Reporting Specialists extract and compile data from different databases, utilize various reporting tools plus Excel and Access to produce reports based upon end user needs. They review data for accuracy and resolve issues when needed. Senior Reporting Specialists are expected to have a thorough working knowledge of TeleTech's policies and procedures as well as client requirements, expectations and metrics related to reporting. They may also mentor Reporting Specialists in all aspects of their job.

Key Performance Objectives

1. Achieve 100% of accuracy and timeliness of reports. Senior Reporting Specialists have daily, weekly, and monthly reports that must be run in timely and accurate manner. They work with multiple data sets to ensure complete and accurate data. Senior Reporting Specialists need to meet timeliness requirements for metrics collection and reporting and utilize appropriate resources to generate solutions. They systematically archive and store raw data used in reports. (Time management, achievement motivation, results orientation, efficiency, accountability)

2. Learn key business objectives, timeframes, and requirements associated with each reporting goal and task. Become a reporting process and system expert. This includes high level of knowledge of TeleTech's and client's practices, policies, and requirements and having a thorough understanding of systems and tools that are used to extract data and run reports. Adapt quickly to any changes in the reporting process. Be able to troubleshoot issues, validate data and report issues that might impact data. Understand client's requirements for each report while strictly adhering to TeleTech's policies. (Attention to detail and process, follow-through, technical knowledge, ability to learn)

3. Understand and improve the key success metrics associated with reporting. These include:

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  Reporting accuracy - 95% tickets close without errors
  
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  Ability to close project/ticket in timely manner based on current departmental criteria
  
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  Customer Satisfaction (CSAT)

Senior Reporting Specialists should identify opportunities for improvements in reporting systems and processes and participate in efforts to constantly improve current reporting process and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)

4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassures customers that issues will be resolved quickly and delivers with minimum long term impact. Proactively share all issues with management and other team members. Take personal responsibility for solving and finding solutions. Senior Reporting Specialists work closely with Operations team, Quality Assurance, Workforce, as well as might have a direct contact with a client. (Customer focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate reporting issues as appropriate. Clearly identify reporting issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems/errors in the reports. Participate in testing solutions to ensure problems have been resolved. (Problem solving, judgment, communication, system troubleshooting)

Basic Qualifications

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  Strong understanding of Teletech's business, core values, and goals
  
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  Strong interpersonal skills in dealing with a diverse population
  
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  High customer service orientation
  
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  High level of integrity, honesty, and judgment
  
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  Ability to respect and ensure strict confidentiality of customer data.
  
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  Demonstrated multi-tasking capability and proven success in fast paced environment
  
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  Strong attention to detail and desire to follow procedures
  
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  Strong verbal and written communication skills
  
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  Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
  
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  Analysis and logic skills
  
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  Reporting
  
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  Troubleshooting
  
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  2+ years experience as Reporting Specialist

Preferred Qualifications

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  Knowledge of call center business
  
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  Call center experience
  
• Six Sigma Certification