Reporting Analyst - WFM

About the role

The Reporting Analyst manages report development and analysis for all WFM programs and accounts across all sites of IBEX Jamaica. The role involves reviewing, improving and issuing instructions on reports, and works on several projects at once.

Key responsibilities

• Manage report development and analysis for all WFM programs and accounts across all sites
• Recommend new or modified reporting methods and procedures to improve report content and completeness
• Discuss with people who originate, handle, process or receive reports to identify problems and gather improvement ideas
• Evaluate the purpose and content of business reports and improve their format, use and control
• Review reports for origin, flow, format, frequency, distribution and purpose
• Evaluate findings using knowledge of workflow, operating practices and record retention schedules
• Prepare and issue instructions on the generation, completion and distribution of reports under new or revised practices

Required profile

• Bachelor's or college degree in any field
• Minimum 1-2 years of call center experience; at least 6 months at IBEX Global for internal applicants
• Experience in the WFM department or with ACD and WFM tools and statistics preferred
• Management reporting experience from a BPO/call center industry highly desired
• Flexible schedule (graveyard/shifting schedule)
• Very strong analytical, mathematical and problem-solving skills, and excellent verbal and written English

Required skills

• Business Objects, Advanced MS Excel, SQL and Crystal Reports
• Proficiency with Microsoft Word and MS Excel
• Knowledge of customer contact systems (phone, e-mail, web) and client conformance measures
• Six Sigma certification preferred