Eastwood City - Senior Reporting Analyst

JOB SUMMARY:

This position will be responsible for the development, enhancement, and management of the contact center reporting.

ESSENTIAL DUTIES:

Creation and maintenance of reports, dashboards and presentations related to contact center KPI’s and operationsAnalyzes call center key performance indicators (KPIs) and creatively generates reports by anticipating customer needs.Builds models using data visualization tools to provide root cause analysis as well as tools to help drive business decisions and insights on data to improve work efficiencyGathers reporting requirements and produces custom reports and dashboards as needed by internal teams as well as clientsProvide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvementSolid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.Expert in translating metrics and reporting concepts to all levels of the organization.Perform other duties as assigned

QUALIFICATIONS:

Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creativelyAdvanced experience with ExcelDevelop, manage, evaluate, and evolve a suite of reports & dashboards and other executive reporting through excel or other reporting toolsDrive process improvements and reporting simplificationPartner with Business teams to understand their analytics needs and look for opportunities to enhance our product offeringPerform ad hoc analyses and special projects as assignedMaintain efficient QA processes to ensure the accuracy and quality of dataAbility to independently develop processes and deliverables from general directionHighly conceptual thinker that excels at thinking outside-the-boxAbility to function in a high volume, multi-project, and sometimes ambiguous environmentExcellent organizational and planning skillsAbility to identify opportunities for improvement as well as proven success driving change through strategic initiativesAbility to work within teams to accomplish goalsPowerPoint presentation developmentExcellent presentation skills

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.