Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Specialist - Global Reporting works individually and in a team environment to develop and maintain quality analyses and processes within Global Support Services and across cross functional teams. Responsibilities of this position include: Data Analysis, Process Improvement, and Documentation.
Job Responsibilities:
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Provide daily/weekly/monthly operations performance metrics in a timely manner with data integrity
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Work with management to define reporting and data requirements and produce timely internal or customer deliverables
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Create and distribute routine and/or ad-hoc reports in support of non-standard requirements
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Perform analysis to validate process compliance and provide trend/early-warning analysis
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Identify opportunities to improve processes and performances
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Organize and maintain call data in applications including Cisco Webview, Siebel Analytics, and Excel
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Partner with team members to build and maintain call scorecards to measure productivity and performance Document work instructions, process flows, and knowledge management materials to ensure accurate depiction of processes within the team and/or across Global Support Services
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Perform acceptance testing during Siebel release for enhancement
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Provide back-up support during periods of high-volume workflow
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Take on additional projects as assigned by manager
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Work both independently and in a cross functional team environment
Qualifications:
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Work in US business hours
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Master’s degree in a business related degree (bachelor’s degree will be considered if extensive experience) is a plus
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3-5 years of technical and industry experience of working in a global company environment
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Proficiency in Siebel CRM data analysis or similar CRM tool
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Advanced Excel and Access skills (working knowledge SQL queries preferred)
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Strong analytical, problem solving, and mathematical skills with a detail oriented mindset
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Excellent verbal and written English
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Team player as well as ability to work individually with minimum supervision
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Advance MS Excel knowledge
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Knowledge in MS Access and SQL
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Functional understanding of IEX, AVAYA & IVR Systems
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Ability to implement feedback
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Strong interpersonal skills to facilitate cross functional interaction
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Computer/IT Call Center experience preferred
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
