Reporting Analyst

I’m interested

Location

BGC, Taguig (Very soon, in Aseana, Macapagal in Paranaque)

Contract type

Full-time

Hours

Shifting Hours

Job description

William Hill Manila - We Go One Better

Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.

Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.

William Hill has had brilliant successes and has been victorious even during the pandemic! All colleagues are taking pride in this so we’d like someone who can help us broadcast our milestones and help us build and engage more for 2022 and the coming years!


Your role in the team


Be the one to make it happen!

If you're a team player who's passionate about data and reporting then you're exactly the one we need. 

As a reporting analyst, you will be performing all reporting tasks included in the reporting cycle. And will provide analytics to guide Operations in managing their KPIs.


Main Responsibilities:

  • Owns reporting cycle – data mining, report creation, report validation, report maintenance and change management process
  • Creates relevant presentation decks for stakeholders
  • Provides reporting analytics and identifies Areas for Improvement
  • Partner with other WFM roles in recommending resolutions to identified Areas for Improvement to stakeholders
  • Process Improvement (where it applies, i.e. forecasting, AHT budgeting, shrinkage management, etc.)
  • Database Management
  • Continuous improvement on reporting content and design

Qualification and Knowledge:

  • WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.
  • Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.
  • MS Visio background for flowcharts and program schemas
  • Basic database management skills
  • Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.
  • Data mining skills
  • Bachelor’s Degree focus in Information Systems/Statistics/Math preferred
  • Prior experience in a Contact Centre or Shared Service Centre
  • 1 year experience on Real-Time Monitoring or Reporting
  • Solid background on WFM policies and procedures