Position: Reports Analyst
Company: Helpware
Category: Other
Experience required: 1y
English level: upper

Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

We are growing and have an open position of Reports Analyst.

The Reports Analyst produces standard scheduled and ad-hoc reports as required and requested by appropriate parties in Management/stakeholders. Collects prepare, evaluates, and analyzes statistical data for each operational division within the program. Prepares reports and decks and participates in the analysis and interpretation of data as appropriate.

 Primary Responsibilities:
- Shows performance of each division of the program and/or that of the whole program in an organized and timely fashion, whether intra-day, daily, week-to-date, weekly, month-to-date, monthly, quarter-to-date, quarterly, year-to-date, and yearly.
- Coordinates with both internal and external parties to ensure that all information on reports and decks is complete and accurate for the perusal of all parties. Ensures availability of reports and decks needed by internal Management and external Clients.
- Prepares the appropriate reports and decks by collating all pertinent information in a standard and consistent document. Ensures accurate summarization of all collated data prior to routing to all parties.
- Accomplishes the appropriate agent, team, division, and program-level reports by capturing data from all pertinent sources. Computes for all needed information using agreed-to standard calculations. Provides Operations Management with metrics used as the basis for assessing and measuring the performance of all team members within the program.
- Attends special report requests. Gathers the report details required from the requesting individual and calibrates on customized output needed. Devises the best and most efficient way of generating such customized reports.
- Help maintain reports and other agent administrative files.
- Support the accountant team, while any of their team members is absent.

 Qualifications:
- At least one (1) year WorkForce Management/Reports Analyst/Process Improvement/Quality Assurance;
- Graduate of Bachelor’s Degree in any course, preferably Finance, Math, Statistics or Information Management;
- English language proficiency (Upper Intermediate + level);
- Working knowledge of call center operations and organization;
- Proficiency with MS Office applications (especially in. Excel,), as well as call center-specific software and applications (i.e. CMS/IEX, Baleen, Zendesk, Time Doctor, Helpscout etc.), preferred;
- In-depth knowledge of performance metrics.

We offer:
- Competitive compensation linked to UAH/USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Corporate training and parties.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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