Reporting Analyst with Spanish, part time, 1 year determined contract


24-02-2011 | EXPIRA LA 26-03-2011

Job expirat


•Manage full Service Management functions for a group of clients, including Reporting, Incident Management, Change Management, Service Definition, Governance.
•Delivery of all Client facing service performance reports and internal management reports (including Service Performance Report, BPO Scorecard (BPS), Incident Management, Change Management, Customer Satisfaction Survey, quarterly/monthly account reviews, and others as required).
Prepare, analyse and interpret complex reports/information and formulate conclusions.
•Proven ability to set priorities, meet deadlines and accomplish team projects.
•Analyse and prepare trends of Incidents
•Aid Incident resolution as required.
•Identify issues and risks affecting current or future services provision to the Client(s) collecting all input from on-shore teams (Outsourcing Delivery Account Managers and Service Delivery Leads and their teams)
•Initiate and co-ordinate Continuous Improvement Initiatives.
•Propose changes in order to improve and standardize work.
•Facilitate Change Management process for client accounts, run Change Boards as necessary and linkage to EALA/Global Change Board
•Ensure that the client’s best interests are considered in all decision making.


•Fluent in Spanish and English
•University Graduate
•Excellent knowledge of Microsoft Office applications, as required, to produce reports, action plans, presentations and simple project plans
•Project Management / prioritization skills
•Strong organization skills, attention to detail and follow through to resolve any outstanding issues
•Communication/ presentation skills
•Analytical Thinking
•Customer Service Orientation
•Experience with process excellence standards and methods (i.e., metrics reporting, SLA measurements, Lean Six Sigma, process improvement methods, etc.) an advantage


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Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.

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