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If you're a team player who's passionate in customer experience and the data behind it, then you are what we need. To perform all reporting tasks included in the reporting cycle. To provide analytics to guide Operations in managing their KPIs. To improve data tracking through initiatives, i.e. database creation, reporting website creation, etc

What you will be doing:

• 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
• Create bespoke data selections dependent on campaign or operational objectives through multiple db query platforms, i.e. Snowflake, SAP BO, SQL, etc.
• Oversee the production and publishing of reports across wide range of business units through multiple platforms, i.e. PBI, Tableau, Excel, SSRS, etc.
• Investigating data quality or technical issues and suggesting ways to improve or solution
• Data provision for a wide range of operational investigations and process improvement
• Analytical support where needed across the various Operational Teams
• Manage day to day workload and performance of the Reporting Team, together with the Reporting Manager
• Project manage relevant reporting projects, or work with the PM team to deliver any reporting and data requirements

What we are looking for:

• Prior experience in a BPO or Shared Service Centre
• At least 3 years experience on Real-Time Monitoring or Reporting
• Solid background on WFM policies and procedures
• Excellent verbal and written English communication skills
• WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.
• Advance MS Excel skills, i.e. Macro programming, VBA functions, etc.
• Mid to advance database management skills
• Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.
• Data mining skills
• Familiarity with working in a high-volume and highly dynamic rapid paced environment
• Proven Experience/working knowledge in using Snowflake, Power Automate, SQL, Tableau, SAP BO and PowerBI

Minimum Eligibility (For Internal)

• No active disciplinary records
• Minimum 1 years tenure in (current role) is required
• Must maintain good performance and clean disciplinary records from the time of the application to the actual date of transfer

What we offer: 

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer: 

• Financial: Competitive salary and bonus schemes. 
• Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! 
• Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday. 
• Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education. 

More about evoke 

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke. 

At evoke, you’ll benefit from flexibility and 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. 

Apply 

Atevoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. 

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage. 

Apply today to kickstart your application with the evoke Family!