Newly Open Roles at TTEC

Responsibilities

The Reporting Analyst is fully dedicated to and receives work from the Retail Contact Center Business Intelligence (RCC BI) team. The role solves complex business problems and issues using data from internal and external sources to provide insight to decision-makers. The Reporting Analyst work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Reporting Analyst acts as a liaison between RCC BI and BPO Analytics, facilitating immediate channels of information to and from partners, and work across all business partners to identify global opportunities.

• Continuously monitors key performance metrics and is aware of relevant topics and call drivers.
• Describes the tools, technologies, applications and practices used to collect, integrate, analyze, and present campaigns RCC raw data in order to create insightful and actionable business information.
• Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed.
• Follows established guidelines/procedures that are established by RCC BI.
• The Reporting Analyst will be proficient at analytics and critical thinking; leveraging numerous data types to recognize flaws in data, identify trends and patterns, engage with stakeholders across teams to relate to data, identify action items and insights.
• They will visualize findings within PowerPoint, Power BI, Excel, SharePoint or other means germane to their audience with insightful, data-driven storytelling, with a strong, efficient ability to create presentations and be comfortable presenting to stakeholders and leadership.
• The Reporting Analyst will be a self-starter with project management skills; proactively engaging across the business to garner data, insights, and more with a systematic design and execution in approach.
• The Reporting Analyst should have strong business acumen, effective written and verbal communication skills, and strong organizational skills. Ideal advocates will be experienced with SQL, PowerBI, Excel, SharePoint, and PowerPoint.
• Acts in accordance with company values and honors PHI and confidentiality requirements as required by compliance and contractual obligations.
• Attends Bravo and RCC BI cadenced calls to provide call observations, engage in process improvement models, and provide remediation recommendations to campaign leadership.

Ideal Qualifications

• Experience with project management
• Demonstrated experience building and presenting story-driven presentations based on analytics
• Strong in Microsoft Office applications including Word, Excel, Access, and PowerPoint
• In-depth experience in Microsoft Excel including formulas, pivots, charts, graphs, etc.
• Demonstrated experience utilizing Power BI
• Advanced experience working with big and complex data sets within large organizations
• Demonstrated experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
• Proficiency in understanding Healthcare related data
• Proficiency in verbal and written communication to senior and executive leadership
• Proven ability to proactively engage across teams and lead projects
• Must be passionate about contributing to an organization focused on continuously improving member experiences
• Experience with member experience and RCC data and metrics

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Learning and Leadership Development (L&LD) Managers manage the operational and fiscal activities of Learning and Leadership Development department. Develop and lead the team. Utilize systems and procedures to improve the operating quality and efficiency of the Learning and Leadership Development department. Oversee all aspects of the delivery of training. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all training related issues. Improve efficiency and accuracy of training process; create and implement process improvements. Manage the staff in accordance with company policies, procedures, and client metrics. L&LD managers are held accountable for training department attrition, including trainers, agents, and overall project attrition. Responsible for team engagement, leadership, performance management, coaching and talent development. L&LD managers adhere to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. L&LD managers create and maintain a positive work environment.

Key Performance Objectives

Achieve 100% of training goals.

• Actively implement strategies and initiatives to enable the Learning and Leadership Development department to achieve its objectives. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and client requirements associated with each training goal. (Strategic thinking, project management, results orientation, business acumen, enthusiasm)

Manage day-to-day operations and deliverables.

• Deliver timely and efficient solutions to all training related requests. Employ effective organizational and time-management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Manage problem resolution as needed. Determine appropriate use of resources to meet training goals and schedules. Oversee and manage the facilitation quality of training classes; those include New Employee Orientation training, client required product classes, and language base classes. Accountable for Supervisors, Team Leads and Trainers certification. Manage regular preparation of reporting on training completion to a client and internal reporting. (Problem solving, attention to detail, can-do attitude, persuasion and influence)

Improve the key success metrics associated with training goals. These include:

•  Associate Performance 30 days post-training
•  Training Attrition
•  Training Satisfaction
•  ERGM
• Gather information, analyze data, observe the training process, and lead the effort to consistently improve training process and performance. This includes challenging every aspect of the training process. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. Held accountable for attrition of agents, trainers and overall project attrition. Responsible for Learning and Leadership Development department success in meeting key metrics and quality requirements. (Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)

Actively manage the staff, support, motivate and retain an outstanding team.

• Responsible for mentoring, training, evaluating, and developing the staff. Provide support, information and assistance. Accountable for managing all day-to-day issues and respond to all issues as appropriate. Help the staff to set realistic and measurable training goals, and develop appropriate reward program as needed. Take responsibility for motivating and retaining an outstanding team. Provide coaching and development opportunities to Trainers and Team Leads, and address performance issues as appropriate. Monitor progress towards achieving training goals. (Leadership, staff development, accountability, coaching, motivation, resourcefulness, high integrity)

Manage the communication.

• Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with client and business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives and work with the team to help implement solutions. Identify and communicate any potential training problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)

Escalate system level issues to the appropriate systems/IT support/vendor team.

• Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via email or ticketing system to the appropriate team. Answer questions and assist in isolating the root cause of problems and testing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem solving)

Ensure compliance with TTEC’s processes and tools, system changes.

• Ensure compliance TTEC’s internal policies and procedures as well as client requirements on training processes to prevent and/or minimize potential challenges and problems. Responsible for continuous improvement in the overall training process. Provide immediate and direct feedback to the team to ensure full compliance and high performance. Provide specific training and constructive feedback on all aspects of the process. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)

Basic Qualifications

•  Strong understanding of TTEC’s business, core values, and goals
•  Ability to lead and partner successfully with teams, management and client
•  Ability to manage multiple, complex, on-going tasks and projects
•  High level of integrity, judgment and follow through
•  Strong coaching, people, and leadership skills
•  Strong attention to detail and desire to follow procedures
•  Strong analytical, verbal and written communications skills
•  Data analysis skills
•  Proficient in Microsoft Office
•  Proficient in English, both written and verbal
•  Background in training and/or adult learning
•  Trainer Certification

Preferred Qualifications

•  Knowledge of call center business
•  Call center experience
•  Six Sigma

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What You’ll be Doing
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. Your flexibility will help you work to answer questions, resolve issues, and interpret data. You’re an instrumental part in creating and maintaining a positive work environment for your team and acknowledging a job well done.

You’ll report to the Senior Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

•  Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
•  Bring your time management and organizational skills to manage multiple, complex, on‐going tasks while monitoring absence and attendance of your team

What You Bring to the Role

•  3 years or more of data analysis experience or equivalent experience
•  Continuously promote a performance-driven culture and always work towards reaching for amazing
•  Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
•  Consistently mentor and inspire others
•  A solution-oriented mindset to ensure happy customers
•  Understanding, interpreting, and manipulating data for reporting

What You Can Expect

•  Supportive of your career and professional development
•  An inclusive culture and community minded organization where giving back is encouraged
•  A global team of curious lifelong learners guided by our company values
•  Ask us about our paid time off (PTO) and wellness and healthcare benefits
•  And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

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What you will be doing: 

Are you looking for an opportunity where you will bring your analytical skills to the table and provide recommendations to improve processes? As a Associate Reporting Analyst, you will provide value added service to the TTEC client base by generating and analyzing operations and financial reporting. Responsibilities include business evaluation, process development, business analysis, business modeling and report development.  

On a typical day, you will be: 

•   Working US Operating hours 
•   Developing new reports both proactively and in response to client request to improve operational efficiencies 
•   Maintaining database records and performing routine audits of data validating proper site, client, and project relationships 
•   Providing ad-hoc reporting support to client / operations 
•   Additionally, you may also need to develop and maintain center operations data solutions that utilize IEX, Qualtrics, Tableau, Genesys, GI2, SQL Server and other client related tools 

As a part of the TTEC reporting team, you will be expected to: 

•   Deliver timely and accurate agent level performance, efficiency, and reliability reporting.  
•   Daily, Weekly and Monthly performance reports / Dashboards 
•   Empower EDS tasks – once the analyst is a certified EDS 
•   CPI Updates  
•   Other Ad-hoc reporting needs 
•   Show the thirst of self-development by completing trainings on TTECs proprietary Learning Management system. 

Why you? What you bring: 

•   Connections are everything here at TTEC. That means we connect with our customers, our teammates and most importantly with you.  And the ability to connect yourself is what you bring to the table… along with the following: 
•   Experience in reporting (operations and financial) is preferred 
•   2+ years call center or outsourcing experience 
•   Business Intelligence Platform Administration (Tableau, Genesys etc.) experience is preferred 
•   Ability to deliver high-quality results, on time and on target 
•   Ability to work cooperatively with stakeholders and team member to resolve the issues on hand 
•   Enjoy the excitement of a dynamic environment 
•   Exemplary communication skills to include written, verbal skills and superior listening skills 
•   Bachelor’s degree in a business-related field or equivalent preferred 
•   Advanced skill in Excel, SharePoint and other MS Office applications 
•   Must be able to work within US operating hours 

As a TTEC Customer Experience Champion, you will enjoy: 

•   Career-growth and lots of learning opportunities for aspiring minds 
•   Fun, talented, and witty teammates 
•   Knowledgeable, encouraging, and present leadership 
•   Family-friendly environment 
•   Free-spirited, theme-based employee events 
•   Diverse and community-minded organization 
•   And yes…all the competitive pay, performance incentives, and benefits you’d expect 
•   And most importantly… a positive and optimistic attitude and outlook 

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