Metrics and Reports Analyst

Metrics and Reports Analyst

HCM Nexus Consulting Inc
1-3 years
35000 - 40000 PHP

Job Description

Accountabilities:
• Support the successful execution of a streamlined Report Portfolio / Metrics Harmonization and Tableau Automation and Migration.
• Accountable for the production and reporting of the day-to-day operational metrics, performance indicator reports and dashboards for assigned business work stream(s). Work performed in line with targets – CSAT, Customer Effort Score, Quality, Timeliness, and Agent Performance.
• Maintain global processes to align metrics to operational strategies and key initiatives. Work to improve insight and best practice benchmarking across the organization.
• Deliver analytics and proactive insights into key global metrics trends to support data driven decisions that are in best interest of our customers and our business.
• Coach, mentor and facilitate sharing of best practices with REPH and Local SME metrics resources.
• Continually assess current deliverables / reports to ensure driving highest business value.
• Develop business trend analysis, monitor key operating metrics and communicate those results to management.
• Provides operational and ad hoc information as well as customized reports for specific audiences.
• Work closely with Global Consultants and Local Operations leaders / SME’s to provide ad hoc analysis, and to implement new reports and enhancements to existing reports / dashboards.
• Identify and initiate process improvements to effectively align team’s capabilities with current and future needs.
• Present trend analysis of reports and provide recommendations to enhance business process management.
• Present Monthly, Quarterly and Yearly Assessments of the Team’s performance.
• Support the development and growth of the Global Metrics Platform, including testing, validation, gathering business requirements and data modeling.
• Embrace tools and technology to drive automation of dashboards and operational efficiencies.
• Follow global processes that align metrics to operational strategies and key initiatives.
• Oversee the process of ad hoc metrics reporting requests, including implementation of a new global process for managing these requests.
• Identify and implement opportunities to leverage Tableau to automate dashboards; thought leaders around emerging metrics reporting capabilities.
• Perform other tasks/projects assigned by the immediate superior

HCM Nexus

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