Operational Service Excellence·San Jose del Monte, Bulacan, Pampanga (Hybrid)·
Reporting Analyst (Hybrid Dayshift)
Be part of an amazing journey at BrainCX and help us focus on what’s most important to us - our customers!
BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!
Reporting Analysts collect and analyze data to help organizations make better decisions and perform better. They identify requirements and then design and implement reporting systems to meet those demands. This is a day shift position.
Roles and Responsibilities:
Accurately assess and collect data for various types of security and business reports
Create professional business reports that provide insight into essential data points
Communicate the results of data analysis in written and verbal form to colleagues and management
Survey data to recognize changes in security and business trends
Generate, execute, and review daily endpoint variance reports
Regular updates to teams regarding currently open remediation efforts
Contribute in the development & upkeep of service performance metrics, including service KPI catalogs, metric development/updates, performance reporting, dashboard management, benchmarking, and capacity planning.
Provide Data-driven insights and analysis
Detect areas for service performance enhancement and suggest appropriate process improvement actions to management and operations.
Automate reporting process, data visualization, and dashboards
Please note that this is for a contact center
Skills and Requirements:
1-2 years of experience with service performance and reporting, including metrics, performance reporting and analysis, and dashboard experience (including management of tools)
Familiarity with benchmarking and capacity modeling
General understanding of business operations, objectives, strategies, processes, and information flow.
Ability to create pivot tables, graphs, and charts in Microsoft Excel
Strong written and verbal communication skills to effectively relate data.
Excellent critical thinking abilities to solve business problems and make decisions.
Track record of driving results - identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results.
Knowledge of BPO/Contact center key metrics is a major plus..
Six-sigma certified is a plus but not required.
SQL is a plus but not required.
Salary Offer: ₱15,000 - ₱19,000 plus Benefits
Operational Service Excellence
San Jose del Monte, Bulacan, Pampanga (Hybrid)
Director of Training and Implementation