Reports Analyst

Date: 19-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Contact Center Report Analyst / Report Writer

Prophecy International is an Australian-based multinational that develops software used by large and complex organizations worldwide. We design and develop software and bring it to the world through our global business partner channel in each of our territories – America, Europe, Middle East, Africa, and Asia/Pacific. Our software solutions include eMite and Snare.

• eMite is a cloud-based data analytics platform which provides contact center analytics, data visualization, and data correlation solutions to over 200 customers worldwide
• The Snare suite of security and compliance products range from small footprint, highly effective device and network logging and log-management tools through to advanced IT infrastructure threat protection solutions

We are looking for an eMite Contact Center Reporting Analyst to join our North American Customer Operations team. Your primary objective is to consult with our customers around their contact center reporting requirements and to translate these requirements into eMite KPIs, dashboards and reports.

To be successful in this role, you must have excellent time management and communication skills, as you will collaborate with customers and internal teams to deliver results within tight deadlines.

What you will do:
• Develop and build various contact center KPIs, dashboards and reports through eMite’s consultative process
• Lead requirements gathering workshops to capture customer requirements and draft Statements of Work (SOWs)
• Use tools provided by the PMO to track working hours and keep up-to-date timesheet records for work related to SOWs
• Assist our support team with troubleshooting customer issues with their KPIs, dashboards and reports
• Consult on Business Intelligence, Data Analytics and Customer Experience best practices
• Continually develop your knowledge around technical advancements within these industries
• Offer a solid expertise and understanding around the eMite solution

You might be a good fit if:
• You have experience working as a Contact Center Reporting Analyst, or in a similar role, building KPIs, dashboards and reports
• You have a keen eye for detail and understand visual elements (layout, type, and fonts)
• You are knowledgeable around typical Contact Center KPIs and how they are calculated.
• You are familiar with various Contact Centre and data analytics solutions (e.g., Genesys, Amazon Connect, Avaya, eMite, Tableau, PowerBI, etc)
• You have excellent interpersonal skill and a demonstrable ability to work with enterprise organisations and build client relationships
• You have excellent written and oral communication skills
• You can prepare and interpret business requirements and translate them into technical deliverables
• You have solid organizational skills, including strong multitasking and time-management skills

The successful applicant will be a clear, logical thinker with proven experience and a natural ability to communicate and develop relationships with colleagues and, of course, our customers.

This is an outstanding opportunity to work for a leading global software provider, delivering quality solutions to our North American customers.
Employment Type
Full time – APAC Hours