reporting analyst SupervisorIntouchCX

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story -
About the Job
Are you looking for an exciting new challenge? IntouchCX is looking for you!
As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
We're searching for a Reporting Analyst Supervisor to lead our Reporting and Real Time Analyst Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. We're looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Reporting Analyst Supervisor, You Will...
Communicate data in a clear, concise manner to the Reporting, Real Time Analyst Team and Operations
Evaluate large amounts of data
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Motivate the Real Time Analyst team through relationship building and real-time coaching
Develop solutions, strategies and action plans to improve business performance and client-partner success
Use critical thinking to investigate and develop solutions to address ad-hoc issues
Requirements
As Reporting Analyst Supervisor, You Have...
High school diploma or equivalent (required)
Some post-secondary or completion of post-secondary schooling (preferred)
1-2 years experience in the contact center and/or customer service industry
Minimum 1 year of experience in a supervisory role
Advanced knowledge of MS Word and MS Excel
The ability to use spreadsheet applications to maintain and develop operational reporting
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Adaptability to learn a variety of software programs
Strong analytical and problem solving skills
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
IntouchCX

Manila City, Metro Manila
Permanent
Full-time