Reporting Analyst

3 days ago

Melbourne, Australia Startek Full time

Permanent contract with Startek Australia
- Exciting opportunity to make your mark in a global business process outsourcing company
- Opportunity for future career advancement

**About Startek**
Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

**About the role and responsibilities**
You will be responsible for providing analysis to highlight and explain statistics and / or anomalies and to make recommendations. You will support in measuring performance level metrics with compliance to service level agreements. You will compile accurate and comprehensive reports to support our Operations and Leadership team.

You will be required to work between Monday to Friday, 9:00am and 5:00pm. Our centre is based in Melbourne CBD.

**In this role you will be required to, but not limited to**:

- Compile accurate and comprehensive reports to support the team
- Provide analysis, to highlight and explain statistics and / or anomalies, to make recommendations
- Follow business protocol in relation to communication and escalation procedures
- Perform changes based on change requests
- Accurate handling of data and statistics, assuring the integrity of data; includes extraction, storage, transformation, analysis, and interpretation of the data from company’s and client content management systems
- All other duties assigned by management of the company.

**To be successful in this role, you will ideally possess**:

- Excellent knowledge of Contact Centre methodologies and reporting principles and processes
- A sound understanding of modern reporting practices and systems and ability to communicate and sell the benefits of the reporting processes and associated efficiencies
- Effective trouble-shooter
- Ability to work under pressure
- Ability to determine reporting needs and future requirements to meet business objectives
- Well-developed skills in Microsoft Office Suite of products (particularly Excel) at an advanced level.
- High level of confidence, drive and motivation with the ability to motivate others
- Experience working with Verint, CMS, Advanced MS Excel skills and call centre reporting
- Strong analytical, commercial awareness and problem-solving skills

We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

A competitive remuneration package. An offer of employment will be made pending the successful outcome of a criminal check, which we will conduct

No agencies please.

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