IT Data Reporting Manager

Job-status
Full time

Benefits
Paid Personal Time, Paid Holidays, Paid Vacation

Job description

**Fluency in Spoken and Written English is Required**
The ideal candidate will have a minimum of 1-3 years data reporting work experience**

Advanced Call Center Technologies (ACTGuatemala) is looking for energetic, motivated individual to join our rapidly growing company supporting our IT functions as the Data Reporting Manager. The ideal candidate will have a minimum of 1-3 years data reporting work experience including report development, particularly in a tool like Tableau, Business Objects, Excel and management of the end to end process. This is an IT role that will be working on site at the ACT Guatemala office, with occasional work from home.

This is your opportunity to join a global company that consistently is an industry leader as a Total Experience Provider to our clients and values our employees that make it all happen! Working at ACT is more than just a job – it’s an opportunity to join something bigger. As an employee-owned company, employees have a path to becoming shareholders and co-owners in the company. When you join ACT, you are taking control of your future and benefiting directly from our company’s success. You will be personally rewarded for your contributions as our company shares grow in value.

Scope of the role:

As the IT Data Reporting Manager you will be responsible for development and delivery of ACT reports. ACT reports cover primarily Call Center operations and related data sources. Our primary presentation tool is Tableau, and extract reports generally in Excel. Specifically, this role requires someone that is passionate about data, and making it valuable to many various constituents. We want all ACT reports to look professional. Responsibilities include diagnosing internal and external customer requirements, determining data sources, managing the gathering of the data (Extract, Transfer and Load – ETL), development of the reports and assuring the timely delivery of the necessary data in a professional format, representing ACT proudly and efficiently.

Education:

Four-year college degree in a business-related field or equivalent experience preferred.
Knowledge and Experience:

Demonstrated understanding of general business management, basic accounting and work processes.
Understanding of the call center operation and metrics a plus.
Demonstrated ability to maintain and manage confidential and sensitive data.

General Skill Set:

Understanding of Call Center business and technologies a plus.
Understanding data sources and report creation in multiple tools like MS Excel, Business Objects, Crystal Reports or Tableau.
Solid analysis and problem solving capabilities.
Strong interpersonal skills demonstrating ability to work independently and successfully within a cross-functional team.
Excellent communication skills.

Reporting Skills and Scope:

Responsible for building and maintaining dashboards in addition to driving consistency in the reports delivered across clients.
Responsible to arrange extraction of data from client systems when automation is not possible.
Professional presentation of data, representing ACT.
Be an expert in the features, benefits, and application of reporting tools – especially Tableau with database sources, like Oracle and SQL Server.
Data Extraction and Storage:

Responsible to work with the team who to ETL development, database structure and administration.
Business Analytics:

Become the bridge between operations, other internal orgs, clients, and reporting.
Help operations understand their data, and translate the requests into requirements.
Handle ad hoc projects and analysis in addition to ensuring process adherence and improvement for data.
Other Functions and Duties:

Contribute to the development of your staff, in the supporting processes of the reporting team and responsibilities.
Be a resource to the reporting group customers in understanding their data and its meaning, as they manage their teams and responsibilities.

Independent Decisions Expected:

Reporting tools to be used
Prepare schedules of reports
When and with whom to work to resolve conflicts.

Recommendations Expected:

Suggestions for process improvements & cost savings
Suggestions for alternative solutions that will positively impact profitability and/or client, customer, or associate satisfaction.
Identify and communicate ‘best practice’ procedures.