Reporting Analyst Supervisor
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WHO IS THE COMPANY?

SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.

SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.

After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.

The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.

Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity!
  • Stress-free start up accounts
  • HMO + 1 dependent upon hire!
  • Life Insurance upon hire!
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary!


 

WHAT’S INVOLVED?


 

PRIMARY OBJECTIVES: Reporting Analyst Supervisor will contribute to organizational improvement by gathering and analyzing data, preparing reports, and introducing process improvements throughout the reporting process. They have excellent analytical and technical skills, in addition to a keen ability to determine specifications and standards for business reporting and maintaining data integrity.

 

WHAT YOU GET TO DO? 

Responsibilities: 

 

1. Leads the Reports Analyst unit responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with Department Heads; Plans, leads, organizes and coaches the performance of the Reports Analyst Unit
2. Identifies and implements process improvement and leverages automation/technology
3 . Prepares business documents and presentations for upper management and executives; Collates Key Performance Indicator scores to be given to the Client Services and Team Managers for client presentation purposes
4. Creates and maintains a wide range of data-related trackers, dashboards, databases and file references
5. Tracks and validates employees’ billable hours to be submitted to the Management to process client billing accordingly
6. Validates data integrity and reliability from reports generated by the Reports Analyst
7. Provides analysis of data to back up and assist the decision making of the Operations department
8. Coordinates with Human Resources for Timekeeping concerns and data submission; Coordinates with Finance Department for Payroll concerns and data submission
9. Executes communication strategy to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mindset
10. Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center
11. Analyzes and validates data to suggest recommendations essential to performance improvement; extracts and combines data from various data resources
12. Automates tasks and reports generation from manual processing to reduce cycle time and defects
13. Safekeeps and sorts data for the company and management’s use; prepares various ad hoc reports as needed
14. Serves as a trusted partner and advisor to leadership teams for reports and data-related concerns
15. Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction.

 

Qualifications: 

 

  1. Graduate of any business-related course or any trade equivalent
  2. Minimum of 4 years related experience; minimum of 2 year experience in data analytics and timekeeping, a minimum of 2 years experience of being in the Supervisory position
  3. Expert knowledge in Microsoft Excel/Google Sheets/Macro Scripting essential in reports generation
  4. Excellent written and verbal communication
  5. Excellent data interpretation skills
  6. Excellent research and investigative techniques
  7. Strong Business Intelligence/Reporting, technical and data management skills
  8. Strong leadership skills
  9. Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling and real-time monitoring