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WFM & Reporting Manager in Pavas, San Jose at Concentrix

Date Posted: 3/26/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    3/26/2018

Job Description

Leading the WFM and Reporting Team, the manager will grow and inspire their staff while producing information that is relative, intuitive and meaningful to the business. They will also ensure accuracy and efficiency in performance reporting. Additionally, they will endeavor to develop new ways to “experience” the data to make the act of understanding Business Intelligence (BI) as impactful and actionable as possible. This is a working Manager role that will participate in the report development process with the team. Also analyzing business performance and formulating compelling stories with data to drive changes in behavior and gain buy-in. You should be passionate about finding insights in large datasets, synthesizing and communicating results, and driving practical business impact.

  • -          Serve as team leader for taking a proactive and hands-on approach in developing and managing a team of analysts, data specialists and RTAs
  • -          Lead the publication of the Monthly & Quarterly Trends Report of all the important metrics and analysis impacting company performance
  • -          Create actionable analysis, content, tools, that raises the overall insights of the organization's performance
  • -          Continuously refine and improve data sources, reporting processes, and analytical models
  • -          Implement a business insights dashboard to enable visualization and analysis of key performance indicators, automating data anomaly and exception identification
  • -          Design and maintain the data structures and workflows that enable highly efficient data operations to identify key data insights
  • -          Lead, cultivate, and mentor high performance team
  • -          Perform monthly meetings with Operations to make sure that we are providing a good service, with the necessary reports. Make sure that the service provided complies with the accuracy level, timeliness, CSAT.
  • -          Make sure that the information that it is being reported has value add to Operations.
  • -          Make sure that the report structure is efficient to maximize the reporting analyst time utilization.
  • -           Make sure that all reporting analysts can cover whenever there is an absent in the team. Make sure cross training is in place and working.
  • -          Provide guidance and develop necessary skills within different levels of team members.















Job Requirements

Qualifications
-   Minimum
o   Advanced skill level in MS Excel / MS PowerPoint
o   English level of 85%
o   Skills in / experience with other MS Office Programs (Word, Outlook, SharePoint)
o   BA/BS degree or equivalent practical experience
o   Strong organizational and time management skills
o   Solid understanding of call centers and Back office process
o   Strong data analysis skills with experience in statistical techniques and dashboard design
o   Proactive team player. Able to thrive in ambiguity, and navigate complexity to develop solutions

o   Minimum 2 years’ experience leading a staff
o   Proven understanding of analytics technology and methodology
o   Conflict Resolution with Senior Management.
o   Demonstrated problem solving skills, as well as continuous improvement process skills
o   Data-driven collaborative approach with excellent communication and analytical skills
o   Ability to develop metrics, collects data, analyze data to identify root cause, measures performance against process requirements

 
 
-          Preferred
o    Lean, Six Sigma Green Belt or similar certification
o   Power BI
o   Proven experience developing and/or leading reporting solutions (e.g. SQL, SSRS, Tableau, SSAS, SAS, Cognos, PowerPivot, Web devolping, PowerBI, Business Objects, Oracle)

 

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