Call Center Philippines Jobs

TeleTech has become the premier name in Customer Management Solutions by targeting the needs of our global clients and delivering the services and people they need to succeed. We have more than 33,000 employees in over 65 customer management centers in key global locations. TeleTech is blossoming in the Philippines having supported the world’s largest companies in the Philippines since 2001. Our passion for helping clients better serve their own customers is unequalled in the industry. We’re looking for dynamic, service-focused people who share our high level of commitment.

LUZON – Senior Reports Analyst
RESPONSIBILITIES:

* Develop new reports and modifying existing reports, both proactively and in response to client request or in order to improve operational efficiencies. Programming skills in Oracle, SQL, Seagate Crystal Reports, and Excel are required. Examples include developing specific client reports, internal or center operations reporting, executive summary reporting as well as quarterly reviews. The data being analyzed is coming from ACDs, Telecom Networks, Scheduling systems, Payroll, etc.
* Troubleshoot and identify issues with existing reports and data by analyzing complex SQL and reports.
* Analyze operational, information technology and financial statistics and make recommendations on how to improve processes. Examples of key processes would be validating headcount data, analyzing data gathered for eWFM, “billed to paid” data accumulation etc. Identify key trends in performance and develop new tools and/or reports to facilitate the management of that information. Look at trends in operational/financial data that is coming from our ACD, Telecom Network, Scheduling Software, Payroll,etc. Data is compared to both internal standards as well as those established contractually with clients. Summary analysis and recommendations are provided to all levels of management internally and to the client.
* Supervise and coach other analysts and senior reporting analysts. Manage analyst work load and ticket assignment. Carry out evaluations, feedback and other related supervisory tasks.
* As directed by management, manage multiple complex business projects. Complex projects could include the rollout of new reporting for clients or internal use, submitting requirements to data warehousing team for database changes, providing client direct data feeds solutions, etc.
* Work on special projects and escalated issues as directed by corporate management and PHL EIG manager.
* Perform routine audits of data validating proper site, client, and project relationships. This activity includes the daily review of all data records received during the nightly electronic extracts to validate the proper mapping in our data warehouse. The responsibilities include writing reports and queries to audit the data. These reports and audits are performed daily, and appropriate actions are taken to correct the data if necessary.
* Act as a liaison between the Data warehouse team and clients. Develop requirements documents for new data marts and data feeds.
* Work directly with external and internal client to determine reporting requirements and develop appropriate solutions.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.
* Required skill(s): baisc analytics, training process/ MS Office.
* Preferred skill(s): macromedia, MS Access.
* Required language(s): English.
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees specializing in Marketing/Business Development or equivalent. Job role in Business Development or equivalent.
* Full-Time positions available.
* Must be willing to work in Cainta
* Applicants should be Filipino citizens or hold relevant residence status.

TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://www.teletech.com