Reporting Analyst

The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Jamaica.

• Recommending establishment of new or modified reporting methods and procedures to improve report content and completeness of information
• Conferring with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements.
• Examining and evaluating purpose and content of business reports to develop new, or improve existing format, use, and control.
• Reviewing reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.
• Evaluating findings, using knowledge of workflow, operating practices, record retention schedules.
• Preparing and issuing instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.

• Ability to work on several projects simultaneously
• Reports Management experience from a BPO/Call Center Industry is highly desired.
• Working knowledge in Business Objects, Advanced MS Excel, SQL and Crystal Reports.
• Ability to come up with sound and accurate decisions in any given circumstance
• Six Sigma certification preferred
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule)
• At least 6 months working experience at IBEX Global (for internal applicants)
• Experience working in the WFM department or experience working with ACD and WFM tools and statistics preferred.
• Proficiency with computer applications including various software applications such as Microsoft Word and MS Excel.
• Minimum 1-2 years Call Center experience
• Working knowledge of applicable customer contact systems (phone, e-mail, and web).
• Broad understanding of client conformance measures.
• Candidate must possess at least a Bachelor's/College Degree in any field.
• Very strong analytical skills and mathematical skills
• Excellent problem solving skills
• Excellent verbal and written English communication skills