Expect more than a job! Our values are the heartbeat of our organization, and we live, breathe and play by them every day . Join our team as a Business Intelligence Reporting Analyst and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect. Culture of Service - to be treated like you are the customer from day one Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions Respect - a team that is accountable, dependable and gives you their full attention Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others and the organization Career growth and lots of learning opportunities for aspiring minds Diversity - be a part of our growing diverse and community-minded organization that is all about having fun! Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. Position Summary The Business Intelligence Reporting Analyst is responsible for providing reporting and analytical support across the organization to enable data-driven decision making and support Percepta leadership strategy. As a key member of the Global Reporting Team, this position is responsible for an enterprise-wide collaborative approach to reporting and business intelligence initiatives. Duties And Responsibilities Partner with internal and external customers to design, develop, enhance, and maintain reports and deliverables with a focus on ease of consumption and actionability. Ensure 100% accuracy and timeliness of all deliverables, with excellent attention to detail, diligent quality assurance and quality control efforts. Continually seek to improve and expand on existing reporting portfolio, processes, frequency, and distribution methods. Conform to and assist in developing standardized cross-departmental data definitions, KPIs, and calculations. Play an active role in the requirements gathering, development, quality assurance, and UAT phases for Global Reporting initiatives. Provide practical training for ends users on new or existing reports and tools and drive organizational awareness of report availability and functionality. Develop and document procedures and operating instructions for Global Reporting processes and applications. Proactively seek out new opportunities to leverage data and technology to solve business use cases and challenges Work on activities, projects, and requests for data extrapolation as requested by Percepta Leadership Continually build personal skill sets and proficiency in relevant applications and tools, with an emphasis on personal growth and ensuring Percepta remains on the cutting edge of business intelligence and reporting within the industry. Education Bachelor's Degree or Related reporting and analysis experience Experience And Qualifications Minimum 5 years of experience in reporting and business intelligence, demonstrating: Advanced proficiency in Microsoft Excel including PowerQuery, Pivot Tables, and other advanced functions Proficiency in building reports and dashboards in Power BI or similar BI platform Ability to take raw data, perform necessary cleaning and transformations, and summarize as necessary to draw actionable conclusions Experience designing reports connecting to OLAP cubes or similar solutions preferred SQL experience preferred Experience with reporting and analytics in support of New Hire Training and Curriculum Development, and how they relate to production operational metrics strongly preferred. Preferred 3 years of work experience as a contact center data and reporting analyst, including: Technical understanding and experience with call center tools, telephony systems, and contact management center systems (Avaya CMS, Aspect Workforce Management / eWFM) Detailed understanding of contact center metrics and KPIs and their impacts to the business Experienced and comfortable with full MS office suite Excellent written and verbal communication skills. Able to communicate effectively across multiple leadership levels Contribute to maintaining a positive work environment that fosters successful team performance Strong customer service, interpersonal, and relationship-building skills Exceptional time management skills and attention to detail Other Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts. Work Expectations M-F Business hours, with occasional additional hours if deadlines or business needs require Must be available to work varied shifts if business needs change. Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer. PH-Calabarzon-Cainta
