Lead, Reporting Analyst
at C3 An EVERISE Company

Date Posted: 11/22/2019

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.



Analyst Report

Position Purpose: The Global Reporting Analyst works individually and in a team environment to develop and maintain quality analyses and processes within Global Support Services and across cross functional teams. Responsibilities of this position include: Data Analysis, Process Improvement, and Documentation.

Reports To: Global Reporting Supervisor

Job Responsibilities

  • Provide daily/weekly/monthly operations performance metrics in a timely manner with data integrity
  • Work with management to define reporting and data requirements and produce timely internal or customer deliverables
  • Create and distribute routine and/or ad-hoc reports in support of non-standard requirements
  • Perform analysis to validate process compliance and provide trend/early-warning analysis
  • Identify opportunities to improve processes and performances
  • Organize and maintain call data in applications including Cisco Webview, Siebel Analytics, and Excel
  • Partner with team members to build and maintain call scorecards to measure productivity and performance
  • Document work instructions, process flows, and knowledge management materials to ensure accurate depiction of processes within the team and/or across Global Support Services
  • Perform acceptance testing during Siebel release for enhancement
  • Provide back-up support during periods of high-volume workflow
  • Take on additional projects as assigned by manager
  • Work both independently and in a cross functional team environment

Qualifications

  • Work in US business hours
  • Master’s degree in a business related degree (bachelor’s degree will be considered if extensive experience) is a plus
  • 3-5 years of technical and industry experience of working in a global company environment
  • Proficiency in Siebel CRM data analysis or similar CRM tool
  • Advanced Excel and Access skills (working knowledge SQL queries preferred)
  • Strong analytical, problem solving, and mathematical skills with a detail oriented mindset
  • Excellent verbal and written English
  • Team player as well as ability to work individually with minimum supervision
  • Advance MS Excel knowledge
  • Knowledge in MS Access and SQL
  • Functional understanding of IEX, AVAYA & IVR Systems
  • Ability to implement feedback.
  • Strong interpersonal skills to facilitate cross functional interaction
  • Computer/IT Call Center experience preferred

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

About Us

C3 An EVERISE Company is a trusted partner in outsourced customer management solutions. With three decades’ experience, we’re a category leader – one who employs time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. Our singular focus: To build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Are you ready to work with a company that truly appreciates your talents? At C3 we believe in creating a culture that offers more than just a job – we are committed to inspiring success and promoting performance in an environment that fosters creativity, leadership, and innovation in each and every valued member of our team. C3 Benefits Include:

  • Family & Individual Medical Plans, Dental, Vision
  • Prescription Drug Coverage
  • Life Insurance & ADD
  • 401k
  • Flexible Spending Account
  • Short/Long Term Disability
  • Legal Plan
  • Employee Assistance Program (EAP)
  • Holidays, Paid Vacation & Sick Time
  • Paid Training
  • Tuition Reimbursement
  • Local/National Employee Discounts
  • Exciting Growth Opportunities!

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Join the C3 An EVERISE Company Talent Network today and be on your way to a rewarding, new career!

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