Reporting Analyst, Customer Experience

Dover Business Services [is an independent business unit that] empowers OpCo growth by providing best-in-class operations expertise and services to increase capacity, improve control and reduce costs. In the future, we will also provide analytics, strategic services and leverage advanced technologies. This enables OpCos to focus on customer business activity and growth strategies. DBS supports Dover’s Operating Companies through the processing of select financial and transactional processes and provides HR and IT support. DBS operates shared service centres in China, North America, the Philippines and Scotland.

Job Description

• Generate Accurate Reports from multiple tools such as CRM, ERP, Salesforce.

• Send/upload reports on external customer applications in timely manner.

• Create Dashboards, scorecards and metric tracking for the team.

• Analyze and interpret reports about past performance including KPIs, metrics and collaborate with the rest of the DFR Team on key findings and challenges.

• Establishment of process for reports, scorecards and other related procedures.

Qualifications and Educational Requirements

• Bachelor’s Degree in any related field

• 2-3 years’ experience as a Reports Analyst in a BPO or Shared Services Set up.

• 5 years in the BPO/Shared Services Industry specifically on Customer Service.

• Experience in implementation and execution of gamification.

• Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette

• Experience in generating dashboards, reports and decks.

Skills

• Advance level on Excel knowledge with the ability to create reports using macros and VBA.

• Ability to make analysis on reports and share inputs as to how to improve operations.

• Knowledge and experience on Power BI is preferred.
• Can do attitude.

COMPANY OVERVIEW

Dover Business Services (DBS) is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos).

Dover Corporation deliver’s innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.”

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

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