Fulfillment Reporting Analyst

Your Mission

Drive critical business decisions and operational performance by managing and reporting accurate data/ dashboards relevant to the team.

This role will engage with internal stakeholders to analyze and gather accurate data while ensuring that all confidential information is kept private. The ideal candidate is a self-starter with strong communication skills, attention to detail, and good interpersonal abilities, along with a commitment to maintaining data confidentiality.

You are motivated by performance-driven success.

• Report directly to the Senior Manager of Ops.
• Track quantitative and qualitative Fulfillment Ops metrics covering all Key Performance Indicators (KPIs) like TAT, Quality, Handle Time, Productivity, Applications shipped etc.
• Provide administrative support to Fulfillment teams
• Regularly update and report on weekly/monthly KPI dashboards.
• Analyze TAT, handle time etc. for insights and improvement opportunities.
• Ensure all data gathered is accurate.
• Maintain a balanced scorecard.
• Track and maintain monthly scorecard for the agents (DRS/CPS)
• Assist in the preparation of regularly scheduled reports.
• Undertake other tasks and projects as assigned to support overall company operations.

• 2yr + analyst experience
• At least two (2) years of call center industry orientation, preferably in a Reporting/ business analyst/ Admin role
• Impeccable verbal and written English communication skills (conversational).
• Experience in using Google analytics tools, i.e. Google Sheets, Google Forms workspace, etc.
• Self-motivated individual with proven ability to work in a performance-based environment
• Knowledge in reporting tools and technology.
• Good data entry and typing skills
• Stress tolerance and resilience
• Excellent organizational skills with solid work ethics
• Coachable, receptive to feedback and has a positive attitude
• A team player and can get along with other people
• Highly motivated in acquiring new learning and skills that can help support the role in the company.
• Displays a creative mindset in solving issues and problems as quickly as possible.