Business Analyst in Taguig at TTEC

Date Posted: 3/2/2018

Job Snapshot

Job Description

Business Analyst
Business Analysts have overall responsibility for reporting associate performance metrics, analyzing trends, forecasting needs and maintaining reports and processes. They are responsible for collecting, summarizing, inputting and analyzing data for various internal and external reports. Business Analysts need to have a thorough understanding of how to interpret client business needs and translate them into application and operational requirements.  They extract and compile data from different databases, utilize various reporting tools plus Excel and Access to produce reports based upon end user needs. Business Analysts review the data to evaluate and analyze quotas for customer satisfaction, service volume, timeliness, etc. Business Analysts have to have an ability to automate manual processes, tasks; ability to complete data analysis and reporting including action plans to improve deficiencies. Business Analysts are expected to have a thorough working knowledge of TeleTech’s policies and procedures as well as client requirements, expectations and metrics.
Key Performance Objectives :
1.            Achieve 100% of accuracy and timeliness of reports and analysis.  
2.            Learn key business objectives, timeframes, and requirements associated with each reporting and analytical goal and task.
3.            Understand and improve the key success metrics associated with each goal. These include :
•             Reporting accuracy - 95% tickets  close without errors
•             Ability to close project/ticket in timely manner based on current departmental criteria
•             Customer Satisfaction (CSAT)
4.            Deliver consistent high quality customer service.  
5.            Escalate department issues as appropriate.
Basic Qualifications :

•         Strong understanding of Teletech’s business, core values, and goals

•         Strong interpersonal skills in dealing with a diverse population

•         High customer service orientation

•         High level of integrity, honesty, and judgment

•         Ability to respect and ensure strict confidentiality of customer data.

•         Demonstrated multi-tasking capability and proven success in fast paced environment

•         Strong attention to detail and desire to follow procedures

•         Strong verbal and written communication skills

•         Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos  or ability to learn technology quickly

•         Strong analytical, logic and statistical skills

•         Reporting

•         Troubleshooting
Preferred Qualifications :

•         Knowledge of call center business

•         Call center experience

•         Six Sigma Certification