Supervisors/Team Leaders (Call Centre & Customer Service) Position Overview The Reporting and Analytics Supervisor is a key leadership role responsible for supervising a team of reports analysts to deliver accurate, timely, insightful and actionable reports and analytics to support strategic decision-making across the organization. This role involves overseeing data collection, analysis, and interpretation to drive business performance and growth. Key Responsibilities: 1. Team Leadership: - Lead, mentor, and supervise a team of reporting and analytics professionals. - Provide guidance, support, and performance feedback to team members. - Foster a collaborative and innovative team culture focused on delivering high-quality insights. 2. Reporting and Analysis: - Collaborate with cross-functional teams to understand data needs and requirements. - Oversee the creation and delivery of regular and ad hoc reports that provide actionable insights. - Ensure the accuracy, integrity, and consistency of data used for reporting purposes. 3. Data Interpretation: - Analyze and interpret complex data sets to identify trends, patterns, and opportunities. - Provide strategic recommendations based on data-driven insights to support decision-making. 4. Strategy Development: - Collaborate with stakeholders to understand business objectives and challenges. - Contribute to the development and implementation of data-driven strategies and initiatives. - Help define key performance indicators (KPIs) and metrics to track progress. 5. Process Improvement: - Continuously evaluate and enhance reporting processes to streamline data collection and analysis. - Identify opportunities to automate reporting tasks and improve efficiency. 6. Data Governance: - Ensure data quality and integrity by implementing and maintaining data governance practices. - Establish data standards and best practices to uphold the accuracy and reliability of reports. 7. Stakeholder Communication: - Present findings and insights to senior management and other stakeholders. - Communicate complex data concepts in a clear and concise manner to non-technical audiences. 8. Tools: - Proficient in MSO 365 Business. - Knowledgeable on SQL, Power Query; Power BI, Visual Basics, Tableau, and similar tools. Qualifications: Bachelor's degree in Business, Analytics, Statistics, or a related field. Master's degree preferred. (not limited) Proven experience in data analysis, reporting, and visualization. Strong proficiency in data manipulation tools (e.g., SQL, Excel) and datavisualization tools (e.g., Tableau, Power BI). Excellent analytical, problem-solving, and critical-thinking skills. Experience in team leadership and mentorship. Exceptional communication and presentation abilities. Familiarity with data governance principles and best practices. Sitel Group and SYKES are now Foundever. Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Mission: At Foundever, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world's leading brands. Wherever and whenever needed. Sitel Group and SYKES are now Foundever. Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Mission: At Foundever, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world's leading brands. Wherever and whenever needed. Don't provide your bank or credit card details when applying for jobs. #J-18808-Ljbffr
