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  Job Position Job Category Posted On Action
 Other Education / Training / Teaching 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: TRN-1323
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Job Specifications:
1. Relevant Bachelor's Degree or equivalent combination of education and/or experience.
2. Excellent communication skills; both verbal and written.
3. Excellent project management and time management skills.
4. High business acumen
5. Strong sales and sales training skills.
6. Strong presentation skills.
7. Strong interpersonal and management skills.
8. Self-motivated/goal and process oriented.
9. Ability to coach and motivate others.
10. Ability to deliver a training course and measure results.
11. Ability to work independently with limited management supervision
12. A minimum of 2 years sales experience or sales training experience in a call center environment.
13. A minimum of 2 years experience in training delivery (adult theory) and the application of adult learning techniques, preferably with a focus on skills development.
14. SEO or Online advertising experience preferred.
15. Instructional Design skills preferred


Description :  Trainer - Sales Client - Regular Employment

General Summary:
We are looking for outgoing - people to people- sales training professionals to join our team. Successful candidates must be able to thrive in an environment that requires a strong desire to teach sales professionals to be the best in their territory. To succeed you must be a person who thrives in a fast paced, competitive, constantly changing industry. You must be an individual who is driven by obtaining personal goals.
Under limited supervision and working with subject matter experts, this position is responsible for new hire training, assessing ongoing training needs, and delivering training to all levels of TeleTech employees to improve individual and team performance. Combining sales knowledge and adult learning theory, this position is responsible for fully owning training and consulting projects from concept to delivery and measurement.


Essential Duties & Responsibilities:
1. Provides consistent and uniform delivery of training and facilitation and testing for front-line sales employees, supervisors, and managers. Considered a "master trainer" and will excel in all delivery techniques and the application of adult learning theory. Responsible for consulting with staff on the quality of all classroom instruction delivered by the department.
2. Leads the initiative in determining needs assessment; conducting the assessment and interpreting the results. Consults with clients, TeleTech end users, staff, management, and executives.
3. Acts as a consultant on the quality and integrity of all curriculum produced by the department.
4. Acts as a sales coach after training to reinforce sales concepts and effective application of sales methods.
5. Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximize employee morale, productivity, and efficiency/effectiveness.
6. Other related duties as assigned.


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 Network Engineer Tech Contract / Information Technology 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
Philippines
REF NO: TC-0767
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Description :  Senior Network Engineer

POSITION SUMMARY:
Under minimal direction, responsible for the engineering, configuration, installation, maintenance and upgrade of the wide area Voice/Data network (WAN). Provides the highest level of technical support to various departments and users with regards to the WAN. Serves as a liaison with vendors and other third party providers. Operates under minimal supervision, with wide latitude for independent judgment.

DUTIES AND RESPONSIBILITIES:
- Responsible for the implementation, testing and training of new communication projects and initiatives.
- Researches and proposes new technology initiatives
- Responsible for integrating business systems within the corporate information technology environment.
- Develops business cases for request for new or additional hardware or software.
- Coordinates with Management and Technology Managers/Engineers to resolve issues relating to security.
- Works with other IT staff in resolving issues relating to security
- Acts as a liaison with vendors and third party providers.

QUALIFICATIONS:
- BA/BS degree or equivalent experience.
- 7-10 years of experience
- Expert knowledge of LAN/WAN systems, networks, and applications
- Experince with Cisco 6500, 3845, 3750, 3560, 2948
- CatOS and IOS configurations
- BGP, EIGRP, MPLS
- TACACS, Radius
- CiscoWorks, HP Openview
- Visio
- QoS, VoIP
- Redundant architectures
- Certifications: CCNP and/or CCVP and/or CCNA and/or CCIP
- Knowledge of T-1's, DS-3's, OC-3's
#LI-TH1



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 Operations Manager Management / Consulting 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0385
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Basic Qualifications
1. Previous management experience
2. Strong understanding of TeleTech?s business, core values, and goals
3. Ability to lead and partner successfully with teams, management and client
4. A profound open, honest, and empathetic manner while dealing with people
5. Ability to manage multiple, complex, on‐going tasks and projects
6. High level of integrity, judgment and follow through
7. Strong coaching, people, and leadership skills
8. Strong attention to detail
9. Strong analytical, verbal and written communications skills
10. Data analysis skills
11. Proficient in Microsoft Office
12. Proficient in English, both written and verbal
13. Technology acumen and reporting
14. Strong coaching skills

Preferred Qualifications
1. Knowledge of call center business
2. Call center experience
3. Sales Experience
4. Six Sigma


Description :  JR Operations Manager (01G22)
Hopkinsville, Kentucky, United States US


Junior Operations Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Manage the fiscal activities of operations as well as focus on and support revenue generation and assurance from sales, financial management, and incentives.
Support site/client ramps, reporting, and manage day‐to‐day operations of their team to include operational metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, escalations, and payroll. Provide coaching and development for teams across multiple locations supporting metrics such as billable hours and client satisfaction scores. Use influence to achieve peak performance, conversion rates, and monthly sales and revenue targets. Utilize systems and procedures to improve the operating quality and efficiency of the operations. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related issues. Improve efficiency and accuracy of business process; create and implement process improvements. Manage the staff in accordance with company policies, procedures, and client metrics. Managers are responsible for the engagement and development of their teams, communicating and affirming directives, and coaching action plans. Managers create and maintain a positive work environment.

Key Performance Objectives

1. Ensure 100% delivery of all contractual and quality service goals, service level attaining
revenue targets, bonus, and avoiding penalties. Actively implement strategies and initiatives to
enable the business 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 requirements associated with each
goal and client requirements. Objectives may include up‐selling/sales conversion metrics.
(Strategic thinking, project management, results orientation, business acumen, customer
focus, achievement motivation)

2. Manage day‐to‐day operations and deliverables. Deliver timely and efficient solutions to all
operations and client related requests. Employ effective organizational and time‐management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Prepare for and attend operations reviews and hold team meetings to review previous performance and future improvement planning to include action plans. Manage problem resolution as needed. Determine appropriate use of resources to meet goals and schedules. Manage regular preparation of operations management reports; attend site and client calls and meetings. (Problem solving, attention to detail, can‐do attitude, persuasion and influence, reporting)

3. Improve the key success metrics associated with goals. These include:
a) Customer Satisfaction Scores
b) Service Level Goals
c) Quality Goals
d) FCR ? (First Call Resolution)
e) RPC ‐ (Revenue Per Call)
f) Maintaining 80% Coaching Action Plan (CAP) utilization
Service Delivery Managers are held accountable for other metrics such as absenteeism, attrition,
in‐chair occupancy, reliability, schedule adherence, schedule compliance, retention, and
profitability. They gather information, analyze data, observe the process, and lead the effort to
consistently improve each process and performance to include contractual revenue and bonus
targets, and client requests. This includes challenging every aspect of the processes.
Recommended changes must be monitored and measured to ensure bottom‐line impact to the
process. (Data analysis, customer focus, persuasion, problem solving, strategic thinking,
achievement motivation)

4. Actively manage the staff, support, motivate and retain an outstanding team. Responsible for
mentoring, training, evaluating, and developing the staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. Tracks TTECH U completion rates. 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 service and sales goals, and support reward program(s) as needed. Take responsibility for creating a positive environment that supports the motivation and retention of an outstanding team. Provide coaching and development opportunities, and address performance issues as appropriate. Monitor progress towards goals. (Leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, high integrity)

5. Manage the communication. Maintain a positive, respectful and caring attitude. Communicate
problems clearly and collaborate with 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 problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. Daily communication with clients, effectively communicates action plans and inquiries from client. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)

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

Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. 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)

7. Ensure compliance with TeleTech?s processes and tools, system changes. Ensure compliance with federal and state legislation/regulations and TeleTech?s internal policies and procedures to prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Provide immediate and direct feedback to the team to ensure full compliance. Provide specific training and constructive feedback on all aspects of specific processes. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)



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 Developer Tech Contract / Information Technology 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: TC-0768
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Required Skills/Experience:
1. 5 to 8 years experience in VoiceXML IVR technologies
2. 3 to 5+ years experience in Advanced Speech Recognition solution design and development
3. 1+ year experience in grammar design, development (ABNF, GRXML), and testing
4. 3+ years experience in speech tuning and grammar analysis
5. VXML, SSML, XML, JAVA, J2EE, JSP, .NET, C#, ASP, etc.
6. Proficient written and verbal skills
7. Strong understanding of Natural Language design and Directed Dialogue design techniques for speech applications
8. Strong knowledge of various speech engine capabilities and tuning concepts
9. Ideal candidate will have experience with Nuance and/or IBM WVS speech engines/tools
10. Ability to travel up to 40%. Will telecommute/work from home when not traveling to client sites.


In addition, the ideal candidate will have experience with:
1. Experience with Cisco CVP platform & CVP Studio including java development of custom elements
2. Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify
3. Nuance MRCP (SWMS or Nuance Speech Server) and Licensing components
4. Voice Biometrics and Nuance SpeechSecure and Verifier 4.0
5. IBM WVS
6. Implementing Natural Language applications and tools
7. Dictionary creation for ASR/TTS
8. SSML and tuning Text-To-Speech systems
9. VXML based IVR platforms such as CVP, GVP, AVP, Voxeo, and Voxify
10. Traditional IVR platforms such as Intervoice, Edify, or Nortel
11. Experience with web technology and application servers
12. Tomcat
13. WebSphere
14. IIS
15. Apache
16. WebLogic
17. Integration with back-end data systems and CTI
18. Cisco ICM, Genesys
19. Web Services, HTTP/XML
20. Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
21. CLEO / Legacy emulation (ex. 3270)
22. Fax
23. Reporting
24. Bilingual (Spanish) skills a plus


Description :  Sr. IVR Developer

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive cloud and premised based solution offerings that include contact center, web and speech self-services. We are a Cisco Gold Preferred Partner and attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.

We are looking for a Senior IVR Developer with skills in Advanced Speech Recognition IVR solutions, VoiceXML, grammar development, backend integration, and Java to join our growing CTI and Speech Solutions team. As an IVR Developer, you will have hands-on exposure to a wide range of technologies and will be responsible for providing technical solutions to meet the various needs of our clients. You will enjoy involvement in some implementation, design, development and heavy support, while interacting with the client facing teams and internal clients. You will work as part of a team located in the US that plays a key role in implementing solutions and delivering results.

Responsibilities:
1. Interpret and analyze business requirements to identify risks and design appropriate solutions
2. Develop and assess the capabilities and limitations of the applications and technologies and recommend alternatives and solutions
3. Provide guidance for business decisions from a technical perspective on such issues as performance, scalability, reliability, and security
4. Collaborate with project team members to provide input to design specifications related to speech application
5. Develop IVR / Speech applications using CVP Studio, VXML, and Java
6. Integrate to backend systems such as web services, databases, legacy 3270, fax, CTI, and reporting
7. Develop simple grammars for speech applications
8. Understand differences between types of grammars (list, pattern, etc.), benefits and when each is appropriate to maximize accuracy for a given dialog



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 Financial Analyst Accounting / Finance 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: ACC-0554
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  What we?re looking for

An individual that will lead every day, live life passionately, seek first to understand and always do the right thing?.while not being afraid to reach for the amazing!
1. Possesses excellent interpersonal communications and confidentiality skills.
2. Experience developing and maintaining relationships and ability to interact with all levels of the organization.
3. Impeccable integrity and trustworthiness and thrive in a dynamic and changing environment.
4. Absolute commitment to client service and customer satisfaction.
5. Strong sense of personal ownership and responsibility in accomplishing the organization?s goals.
6. High energy and passion for FP&A to be in central role with significant senior level exposure.
7. Ability to thrive under pressure and in challenging situations
8. Innate organization and attention to detail abilities with a solid analytical base
9. Ability to proactively manage deadlines and goals
10. Business acumen and influencing skills are essential for success when working in a matrix environment
11. 3-5 years? experience in a financial analysis role
12. 3-5 years? experience with corporate budgets & in depth forecasting/planning
13. 3-5 years? experience with Advanced Excel
14. Hyperion experience is highly desirable but not required
15. BS degree is required


Description :  Senior Financial Analyst

Essential Duties & Responsibilities:
1. Provide enterprise-wide oversight, guidance and strategic insight for Sales organization
2. Responsible for preparing and reviewing the Annual Operating Budget and Quarterly forecasts for the Sales organization.
3. Prepare consolidated monthly and quarterly reporting packages with review of key metrics, business drivers and trend analysis identifying variances to budget and historical comparisons for Senior Management.
4. Automate existing reporting packages by using various software tools and develop new management reports that are automated and flexible.
5. Identifies or develops cutting-edge analytical tools, models and methods for reporting in order to make key business decisions.
6. Demonstrate an understanding of the impact of problems across the organization and facilitate a collaborative solutions and process improvement.


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 Financial Analyst Accounting / Finance 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: ACC-0555
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  What we?re looking for

An individual that will lead every day, live life passionately, seek first to understand and always do the right thing?.while not being afraid to reach for the amazing!
1. Possesses excellent interpersonal communications and confidentiality skills.
2. Experience developing and maintaining relationships and ability to interact with all levels of the organization.
3. Impeccable integrity and trustworthiness and thrive in a dynamic and changing environment.
4. Absolute commitment to client service and customer satisfaction.
5. Strong sense of personal ownership and responsibility in accomplishing the organization?s goals.
6. High energy and passion for FP&A to be in central role with significant senior level exposure.
7. Ability to thrive under pressure and in challenging situations
8. Innate organization and attention to detail abilities with a solid analytical base
9. Ability to proactively manage deadlines and goals
10. Business acumen and influencing skills are essential for success when working in a matrix environment
11. 3-5 years? experience in a financial analysis role
12. 3-5 years? experience with corporate budgets & in depth forecasting/planning
13. 3-5 years? experience with Advanced Excel
14. Hyperion experience is highly desirable but not required
15. BS degree is required


Description :  Senior Financial Analyst

Essential Duties & Responsibilities:
1. Provide enterprise-wide oversight, guidance and strategic insight for Sales organization
2. Responsible for preparing and reviewing the Annual Operating Budget and Quarterly forecasts for the Sales organization.
3. Prepare consolidated monthly and quarterly reporting packages with review of key metrics, business drivers and trend analysis identifying variances to budget and historical comparisons for Senior Management.
4. Automate existing reporting packages by using various software tools and develop new management reports that are automated and flexible.
5. Identifies or develops cutting-edge analytical tools, models and methods for reporting in order to make key business decisions.
6. Demonstrate an understanding of the impact of problems across the organization and facilitate a collaborative solutions and process improvement.



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 Sales Sales 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: SL-1430
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Desired Skills:

SalesForce Service Cloud, Salesforce Administrator, Salesforce Developer Certifications
CRM, Interaction Management, CTI, Case Management and Technologies that Support these



Skills and Experience required:

1 to 2 years helpdesk or customer support experience required
Ticketing system knowledge (Salesforce, Jira, Siebel, ServiceNow)
Understanding or experience with Salesforce platform, or other enterprise software or Software as a Service model
Oracle, My SQL, MS SQL Server database knowledge or experience is preferred
Debugging, troubleshooting and IE experience
Fluent in English
Microsoft Word and Excel proficiency
HTML experience
Knowledge of system integration solutions or product middleware
Demonstrated attention to detail, problem solving skills and strong work ethic.
Highly motivated and a self-driven team player
Solid verbal, written, presentation and interpersonal communication skills
Proven time management skills in a dynamic development environment

Description :  Salesforce Administrator

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of comprehensive technology enablement services that puts customer engagement at the core of business success. Founded in 1982 and headquartered in Englewood, CO, TeleTech offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer experience for our Global 1000 clients and their customers.

We are currently searching for a Salesforce Administrator to support our growing CRM / SalesForce Systems Integration Practice. The ideal candidate will be a self-starter with excellent communication skills and interpersonal skills with the ability to perform autonomously in a fast paced environment in support of our saleforce.com integration projects working with external clients. This role will work heavily with Management, Operations, Clients and other development teams to accomplish the goals for multiple implementations.

Role Responsibilities:

Perform data creation, administration and management
Maintain, administer and monitor user set-up, logins and password resets
Perform reporting, monitoring and support in a Helpdesk/Service Desk capacity
Provide service in accordance with Service Level Agreements
Participate in team meetings with management, operations, development teams and external clients
Attain quarterly and annual objectives assigned by management.

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 Qa Supervisor Education / Training / Teaching 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
Mexico
REF NO: TRN-1268
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Duties and Responsibilities:
Reviews learning materials/courses including eLearning (WBT) and assessments using established processes and checklists to ensure standardization in style, layout, design, and functionality
Tests functionality of multimedia projects including videos, demos, and sandboxes (simulated system environments for learning)
Continually focuses on developing tools and processes to enhance quality control testing process and/or decrease review time

Description :  QA, Associate Instructional Designer

Job Specifications
College degree or equivalent experience in multimedia, technology, and/or training
Strong understanding of Multimedia and Instructional Design principles
Knowledge of HTML and XML
Excellent written and oral communication skills; strong English grammar knowledge
General knowledge of learning management systems a plus
Strong attention to detail and desire to follow procedures
Ability to manage responsibilities and priorities in a fast-paced and time-critical environment
Excellent computer skills in Microsoft Office and ability to learn technology quickly
Functional testing/editing experience/knowledge



TeleTech is helping organizations transform the customer experience. This means we need to recruit and retain great talent. Talent to execute on the customer experience as it is today... talent to imagine the customer experience of tomorrow and the talent to guide both.

Because of this, the Learning Development team at TeleTech is integral to the success of our business. There is a consistent and steady need to help us build and sustain best in class curricula and learning solutions across our global organization. For this role, we need strategic do-ers.

What the role really does

A results-oriented Quality Assurance Associate ensures accuracy of blended learning curricula and course content by reviewing learning and multimedia products. The QA Associate will support internally facing learning initiatives as well as externally facing learning projects for our global clients. A successful candidate will have a strong eye for detail and an ability to find errors where others may miss them.

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 Other Human Resources 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: HR-0260
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Job Specifications:
3-5 years Strong Benefit and Health and Wellness background.
Proven track record of successful implementation and administration of Health and Welfare benefits.
Excellent project management, customer service, and client relationship skills.
Outstanding communication and presentation skills
Excellent attention to detail with strong analytical and problem solving skills
Proficiency with Excel, PowerPoint, MS Word and MS Publisher

TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centers in 16 countries. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.

Description :  Supervisor of Benefits, Health & Wellness

TeleTech is searching for a dynamic individual to fill a Human Capital U.S. Benefits & Health and Wellness Supervisor position. Candidate must have experience with:

Our Human Capital Benefits & Health and Wellness Supervisor Duties & Responsibilities will include:

Management of up to 6 Health and Wellness Navigators
Coordination of national Health and Wellness program among the 20+ Health and Wellness Navigators across the U.S.
Day to day contact for Corporate and remote Benefits and Health and Wellness program
Management of day to day Ask HC knowledge base and ticketing system for Benefit questions
Vendor Management for Health and Wellness benefits
Management of internal Wellness Incentive and Raffle processing for employees
Reporting for daily, monthly and quarterly Benefit and Health and Wellness program
Creation and tracking of KPI and ROI analysis to justify ongoing investment in Health and Wellness program
Coordinating one on one executive new hire benefit meetings
Contact for all purchase request and purchase orders for the Global Benefits team
Meet with employees going on short term disability to discuss options and benefit coverage during leaves
Contact for Corporate and acquired groups for company dependent audit
Weekly new hire benefit orientation contact
Coordinate Benefit Appeal process with Benefit Appeal Committee
Assist with HRMS Oracle and R12 upgrades and testing
Assist with ongoing processing of error reports and general data clean up in Oracle
Create custom reports in Oracle Discoverer and manipulate data in Excel using complex formulas if needed. Ability to load, manipulate, audit, and report on data in Oracle Discoverer or other applicable systems.
Act as an escalation point for end-users who are experiencing difficulties in using HRIS. Highlighting general system issues, up to troubleshooting including the research and identification of root causes and their resolution

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 Other Management / Consulting 11/14/2019 [ APPLY NOW ]
logo_16983.gif TELETECH
USA
REF NO: MGMT-0264
 
Education :  Bachelors Degree
Experience :  1 - 5 Years

Skills :  Basic Qualifications
Strong understanding of Teletech's business, core values, and goals
Strong interpersonal skills in dealing with a diverse population
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data.
Demonstrated multi-tasking capability and proven success in fast paced environment
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Working knowledge of applications such as MS Office (Excel, Access, PowerPoint), MS SQL, Empower, Oracle, Kronos and ability to learn technology quickly
Analysis and logic skills
Reporting
Troubleshooting
Preferred Qualifications
Knowledge of call center business
Call center experience
Six Sigma Certification

Description :  Reporting Specialist

Reporting Specialists are responsible for collecting, summarizing and inputting data for various internal and external reports. They prepare variety of standard and ad hoc custom reports related to Associate metrics such as average handle time (AHT), customer satisfaction scores (CSAT), key performance indicators (KPIs), etc., as well as other necessary reports at different levels. Reporting Specialists extract and compile data from different databases, utilize various reporting tools such as Excel, Access, and MS SQL to produce reports based upon end user needs. They review data for accuracy and resolve issues when needed. Reporting Specialists are expected to have a thorough working knowledge of TeleTech's policies and procedures as well as client requirements, expectations and metrics related to reporting.

Key Performance Objectives

1. Achieve 100% of accuracy and timeliness of reports. Reporting Specialists have daily, weekly, and monthly reports that must be run in timely and accurate manner. They work with multiple data sets to ensure complete and accurate data. Reporting Specialists need to meet timeliness requirements for metrics collection and reporting and utilize appropriate resources to generate solutions. They systematically archive and store raw data used in reports.(Time management, achievement motivation, results orientation, efficiency, accountability)

2. Learn key business objectives, timeframes, and requirements associated with each reporting goal and task. Become a reporting process and system expert. This includes high level of knowledge of TeleTech's and client's practices, policies, and requirements and having a thorough understanding of systems and tools that are used to extract data and run reports. Adapt quickly to any changes in the reporting process. Be able to troubleshoot issues, validate data and report issues that might impact data. Understand client's requirements for each report while strictly adhering to TeleTech's policies. (Attention to detail and process, follow-through, technical knowledge, ability to learn)

3. Understand and improve the key success metrics associated with reporting. These include:
Reporting accuracy - 95% tickets close without errors
Ability to close project/ticket in timely manner based on current departmental criteria
Customer Satisfaction (CSAT)
Reporting Specialists should identify opportunities for improvements in reporting systems and processes and participate in efforts to constantly improve current reporting process and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)

4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassures customers that issues will be resolved quickly and delivers with minimum long term impact. Proactively share all issues with management and other team members. Take personal responsibility for solving and finding solutions. Reporting Specialists work closely with Operations team, Quality Assurance, Workforce, as well as might have a direct contact with a client. (Customer focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate reporting issues as appropriate. Clearly identify reporting issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems/errors in the reports. Participate in testing solutions to ensure problems have been resolved. (Problem solving, judgment, communication, system troubleshooting)


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