1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Operations Reporting Analyst - PUERTO PRINCESA
Sitel | Phil Campbell, Alabama
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Job Description



As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.




Under limited supervision, prepare and maintain statistical reports used in management decision-making

Investigate and analyze data and decide upon alternatives to complete assignments

Assemble and assess statistical information from system databases and other sources

Independently plan, prepare and maintain business unit reports critical to organizational success/profitability and meeting client expectations

Investigate, analyze and assess trends and campaign/brand activity

Monitor, evaluate and assess unit productivity on a daily basis

Communicate directly with supervisor and/or manager regarding agent standards/productivity

Provide associate count support for planning and scheduling

Communicate with manager on a daily basis to resolve problems/issues, assess forecasts and maximize efficiency

Schedule and attend weekly forecast meetings

May reconcile Kronos and provide information to manager

Review accuracy/punches and resolve any related problems with supervisor or manager

May track and record attendance, tardiness, and attrition on a daily basis

Make supervisor aware of occurrences (corrective action/counseling to be delivered by supervisor)

Produce and post weekly associate schedules

Additional Operations support duties as assigned



Minimum of 1 year of experience in a call center with at least 6 months spent as a Product Specialist or Supervisor, or equivalent combination of education and experience

Clerical and mathematical experience


College Graduate



Strong computer, communication and analytical skills

Experience with Microsoft Excel preferred

Strong interpersonal skills

Ability to collect and assess data

Ability to work with minimal supervision, make independent decisions and solve complex problems

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)