Position Overview

The GLE & CE Reporter serves as a crucial data intelligence specialist who bridges the gap between raw enterprise data and actionable business insights. This role is primarily responsible for architecting and implementing comprehensive data consolidation processes, creating intuitive dashboards, and developing detailed reports for both the Global Learning Excellence (GLE) and Customer Experience (CE) departments. Through sophisticated data analysis and visualization, they enable and drive key business decisions across the organization.

Acting as a strategic link between data systems and management, the Reporter analyzes and interprets complex datasets to uncover meaningful patterns and trends. They take a consultative approach to understand the specific needs and challenges of the business, using these insights to develop and implement effective reporting practices and procedures. Their analytical work directly contributes to operational efficiency and strategic decision-making processes.

A key component of their role involves technical leadership and knowledge sharing, particularly in strengthening TI's team member capabilities. They contribute significantly to organizational development by providing expertise and training in essential technical tools, including Google Sheets, Data Studio, and Apps Scripts. This educational aspect ensures that teams across the organization can effectively utilize data tools and understand analytical outputs, fostering a data-driven culture throughout the company.

Key Responsibilities

Their primary responsibility centers on creating and maintaining efficient reporting systems that capture and present critical business data. This includes developing and managing various reporting tools such as input templates, databases, and performance dashboards, primarily utilizing Google's suite of tools including Google Sheets, Google Slides, Google AppScript, and Google Looker Studios.

A key aspect of their role involves the regular updating and maintenance of crucial business reports, including Weekly Business Reports (WBR), Monthly Business Reports (MBR), and Yearly Business Reports (YBR). They are also responsible for maintaining balanced scorecards and tracking performance bonuses for the Global Learning Excellence and Customer Experience teams across multiple locations, including Guatemala, El Salvador, and the United States of America. The position requires careful attention to detail in handling and resolving tickets submitted through monday.com, ensuring compliance with established Service Level Agreements (SLAs).

The role extends beyond just data management to include significant training and educational responsibilities. Reporter analysts are tasked with training GLE & CE staff in the effective use of reporting systems, teaching them how to prepare reports and properly utilize the collected data. They conduct regular training sessions throughout the year on Google Sheets, Google Slides, and Looker Studio for employees who sign up for these learning opportunities. This educational component is crucial for ensuring that staff across departments can effectively use and interpret the reporting systems.

Cross-departmental collaboration is another essential aspect of the position. Reporter analysts must build and maintain strong relationships with various departments, including Workforce Management (WFM), Customer Experience (CE), Talent Acquisition (TA), and Operations, partnering with them on different projects and initiatives. A significant technical component of their role involves auditing, scrubbing, and organizing large volumes of data for upload into the cloud MySQL database. They must be proficient in utilizing queries to feed dashboards and ensure data accuracy and reliability.

The reporter analyst serves as a bridge between raw data and actionable insights, helping to drive informed decision-making across the organization while ensuring that reporting systems remain efficient, accurate, and accessible to all stakeholders. 

Specific Qualifications

• Schedule flexibility.
  

• Fact-checking expertise

• Ability to analyze complex data and information

• Organized

• Ability to solve problems

• Strong presentation skills

• Creativity and Innovation

• Teamwork

• Analytical mindset, able to identify trends and patterns

• Ability to meet deadlines

• Time Management

Education/Experience and Knowledge

• Preferably sophomore level in Systems Engineering, business administration, economics, or related careers - Desirable

• 6 Months of experience in similar positions - Desirable

• VSCode or Visual Studio Basic - Desirable

• Proficient in HTML5, JavaScript/ES6+ - Desirable

• Work experience in creating front-end and back-end APIs - Desirable

• MySQL, Python, database engine (i.e. HeidiSQL, MySQL Workbench), and management Basic - Desirable

• Excel & Google Sheets knowledge Advanced -  Required

• Google Looker Studio knowledge Medium - Required

• Google Apps Scripts knowledge Basic - Required

• Knowledge regarding BPO Metrics and HR databases - Required

• English - B2 - Required

  • Verbal and written comprehension

  • Appropriate use of language