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Category :** **Client Operations

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

+ **Paid Training**

+ **Competitive Wages**

+ **Full Benefits (Medical, Dental, Vision, 401k and more)**

+ **Paid Time Off**

+ **Employee wellness and engagement programs**

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Your Responsibilities

As a Reporting Analyst the ideal candidate will be required to provide data analysis, spotting data trends, performing gap analysis, generating reports, and recommending improvements to current business metric collection process.** **The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast-moving environment.

+ **Produce and deliver tracking and reporting for key KPI/SLA’s in the business.**

+ **Responsible for designing key dashboards and scorecards for Senior Leadership and Business Unit (Team Leaders, Training Team, Quality Analysts/Analysts, etc.).**

+ **Perform ad-hoc data analysis to support the business initiatives.**

+ **Create and maintain efficient and secure systems for recording data and producing relevant documentation.**

+ **Maintaining the daily relationship with the business intelligence supplier.**

+ **Seek opportunities to drive innovation and process improvement within the reporting spectrum.**

Recommended Skills

Recommended responsibilities

+ **End to end process management (creating, updating, maintaining)**

+ **Managing communication and project management when required.**

+ **Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support**

+ **Be an expert in escalation triage, validation and Agent support**

+ **Maintain contact with and manage communications appropriately with all stakeholders in the agreed process**

+ **Use data to analyse trends and develop insights which will improve the process and provide a better agent and user experience**

+ **Act as a subject matter expert for a specific process, and suggest and implement process improvements**

+ **Constant communication between ourselves and the internal teams**

+ **Use data to analyze trends and develop insights leading to improve the process and provide a better agent and user experience**

+ **Provide targeted training to agents on process, products or services**

Recommended requirements

+ **Strong product/ tools/ process knowledge.**

+ **Process driven thinking and designing**

+ **Experience in an online operation, project management or online escalations environment**

+ **Maintains calm focus and communicates effectively**

+ **Strong communicator and presentation skills**

+ **Comfortable in managing escalations stakeholder**

+ **Awareness of the importance of data and key performance metrics**

+ **Ability to perform in a complex, high-stakes, fast-paced environment**

+ **Drive escalations through defined process to resolution**

+ **Drive change in an unstructured environment**

Soft Skills

+ **Process Excellence**

+ **Collaboration**

+ **Communication**

+ **Emotional Intelligence**

+ **Open-Mindedness**

+ **Critical Thinking**

+ **Solution Orientation**

+ **Entrepreneurship**

+ **AI Proficiency**

+ **Data Literacy**

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer