manager Reporting & analyticsAlorica

Requisition ID: 186659
Job Category: IT
Location: Philippines-Taguig-Taguig-Fort Bonifacio, PHP
Posted Date: 6/20/2022 9:59:31 AM
Job Summary:
The BI Support Supervisor oversees a team of individuals responsible to monitor and manage the operations activities of the assigned functional area. The position will require the ability to perform the tasks assigned to the functional area and conduct administrative tasks. This position will work directly with management and other teams over phone / email to identify support issues and assist in getting those issues resolved. This person will be required to learn quickly in a very fast-paced environment with time-based deliverables.
Job Duties:
Supervises the support team by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
Ensures quality service and effective support for all internal and external customers.
Accomplish results through effective management of staff that may range from lower level non-exempt through exempt level professionals.
Administers corporate policies and procedures and ensures compliance with applicable laws and regulations.
Participates in the review and recommendation of operational systems and procedures affecting assigned units, coordinating system conversions from an operations perspective.
Understand and anticipate needs and priorities of both internal and external customers.
Synthesize feedback and adjust plans accordingly.
Monitor the ticketing system for incoming requests and work with the team to manage the queue throughput.
Monitor for recurring problems, provide notification to team members and manage to resolution.
Resolve incidents/problems efficiently and effectively, recognizing customer's competence levels, and able to approach each level appropriately
Enhance our troubleshooting and technical resolution methodologies to improve the quality and reduce the cost of supporting our solutions.
Partner with other teams to provide the voice of the customer, identify the types of issues that generate the most challenges to both of our team and customers and evolve the product to eliminate those.
Oversee the creation and modification of documentation of issue resolution within the knowledge base. Develops and maintains the documentation for processes and ensures the overall scope, quality and effectiveness of the documentation continues to grow.
Collaborate for service-level objectives. Monitors service-level objectives to ensure that requirements are met or exceeded.
Monitor key metrics (quality measures, customer satisfaction ratings, service level objectives,
etc.) against plan and adjust processes as appropriate. Develops or recommends procedures and controls for service improvements.
Develops training material with any new policies and changes made to either database, applications, etls and processes. Trains staff on operational procedures and troubleshooting techniques. Conduct training / orientation to new hires about client reporting processes.
Devise and assist end-user training for the reporting platforms and processes.
Attendance: Ensure team members attend their shifts and performs their duties, including: troubleshooting technical, customer handling and communications, case logging and ticket handling, escalation processes and more.
Customer Escalations: Act as an escalation point to assist the team in complex situations. Act on customer feedback (including CSAT feedback forms) to de-escalate and address challenges.
Monitor teams performance, ensure accurate data capture and report on your team's performance. Provide useful reports on a daily weekly monthly levels. Provide feedback to the team and to management on trends and causes of team's performance and suggestions for improving those.
Identify required resources; train and monitor resources; lead hiring process; accountable for effective use of resources.
Manage the people on your team: conduct 1:1 weekly, touch-base with them daily, support their unique needs, care for their professional and career development as much as for their personal needs.
Knowledge, Skills and Abilities:
Good organizational, managerial and project management skills
Well-developed customer relations skills
Ability to balance, prioritize and organize multiple tasks/projects and deadlines
Proven expertise and SaaS solutions and Cloud technologies
Ability to work flexible times including occasional beyond normal hours and on call support as the business needs.
The BI support team provides a 24x7 assignment to respond to customer inbound calls, emails and chats with the aim to maximize value to customers by minimizing issue impact, down time.
We provide Tier1 support services with SLAs and facilitate Tier2 capabilities via escalations to more technical teams.
Thorough knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technolog
Working knowledge of current technologies.
Working knowledge of reporting platforms (PowerBI, SSRS, LogiAnalytics, Business Objects, etc)
Balance of academic and practical application
Knowledge of Database programming, SQL, SQL Server, SQL Server Integration Services, Sql Server Reporting Services, MS Visio, and Microsoft Office
Advanced proficiency in Microsoft Excel and other Microsoft Applications
Excellent verbal and written communication skills. Knows how to translate business language into technical verbiage and vice versa.
Experience in documenting processes and creating technical documentation of the tools or reports that the team creates.
Must be willing to work a flexible shift, including night shift and weekends.
Must be willing and able to assist in an on-demand manner for major issues or planned activities that are performed outside of business hours.
Knowledge of call center BPO and/or Telephony data is an advantage.
Project Management skills is an advantage
Strong customer service skills
Excellent interpersonal, written and oral communication skills
Excellent problem solving skills and attention to details
Strong diagnostic skills
Selective preference(s)
Bachelor's degree plus 3 or more years of experience in related discipline (or equivalent experience)
Experience with Cloud based applications a plus
Experience with Ticketing system is a plus
BA/BS in computer science or related experience
Alorica

Fort Bonifacio, Makati City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time