Deskripsi Pekerjaan
The Reporting Analyst is responsible for managing the report development and analysis for all WFM programs/accounts across all sites of IBEX Global. This critical role involves transforming complex workforce data into actionable insights that drive operational efficiency and strategic decision-making. You will collaborate with cross-functional teams to identify reporting needs, design and implement effective reporting solutions, and ensure data accuracy and consistency across all platforms. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a passion for leveraging data to optimize workforce management processes. Join our dynamic team and contribute to the continuous improvement of our global operations through your expertise in reporting and analysis. This position offers an exciting opportunity to work in a fast-paced environment where your analytical skills can make a significant impact on business performance. You will be at the forefront of transforming raw data into meaningful insights that help optimize workforce allocation, improve service levels, and enhance operational efficiency across IBEX Global's global footprint. As a key member of our analytics team, you'll play a vital role in supporting data-driven decision-making processes that directly impact our customer service excellence and operational effectiveness.
Tanggung Jawab
- Manage the development, implementation, and maintenance of workforce management reports across all IBEX Global sites
- Analyze complex workforce data to identify trends, patterns, and opportunities for operational improvement
- Collaborate with stakeholders to define reporting requirements and deliver customized solutions
- Ensure data accuracy, consistency, and integrity across all reporting platforms
- Create and maintain comprehensive documentation for all reporting processes and procedures
- Present findings and recommendations to leadership through clear and concise visualizations
- Continuously evaluate and enhance reporting tools and methodologies to improve efficiency and effectiveness
- Provide training and support to team members on reporting systems and best practices
Kualifikasi
- Bachelor's degree in Business Administration, Information Technology, Data Science, or related field
- Minimum of 3 years of experience in workforce management reporting or similar analytical role
- Proficiency in reporting tools such as Tableau, Power BI, or similar business intelligence platforms
- Strong knowledge of workforce management systems and methodologies
- Excellent analytical skills with the ability to interpret complex data sets
- Advanced proficiency in Excel and other data analysis tools
- Strong communication skills with the ability to present technical information to non-technical stakeholders
- Experience in a call center or customer service environment is highly desirable