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Business Area: Cebu Customer Operations

Job Purpose/Mission/Summary

The Global Reporting Specialist L2 is responsible for the generation of the Monthly Operations Scorecard presentation packages for both Geo and Worldwide MPS accounts (Category 4-5), as well as special reports (Category 6). The function involves data extraction, calculation, formatting and linking to generate a standard form packet. The role involves pre-analyzing the data to validate accuracy and would need the individual to reach out to Field Customer Operations, Business Operations and Invoicing Operations team to ensure report timeliness and output accuracy.

The individual directly reports to the Global Reporting Operations Manager and works closely with WW and Lexington based teams, including: Geo Operations, Finance, WW Support, Practice Management, Technical Operations, the LS Field team, and the Channel Partners.

The Global Reporting Specialist L2 is responsible for executing the WW MPS Standard Practice for Global Reporting.

This role also entails Quality Review of MOS packets (Category 1-3) based on the required compliance rate per category, provide training for new hires, quality training and real-time COM correspondence through emails, chats, and conference calls.

It is expected for this individual to be flexible with working schedules, normally 2nd and 3rd shift to accommodate COM concerns during their time/shift, and change management capability.

Key Roles & Responsibilities / Key Job Functions:

  • Generation of the Monthly Operations Scorecard presentation package for both Geo and Worldwide MPS accounts (Category 4-5) and Special Reports (Category 6)
  • Data exporting, Calculation, Formatting, Linking, Charts generation
  • Validation of account data through analysis and historical data trending
  • Responsible for researching causes of data fluctuation and any other inconsistencies
  • Ensure timely and accurate delivery of Monthly Operations Scorecard report packages for Managed Print Services customers
  • Investigate and resolve data inconsistencies
  • Communicate with Business Operations, Finance Operations and Customer Operations Managers or point of contacts to gather, validate, follow through of required data
  • First level of contact for inquiries and concerns of Customer Operations Managers
  • Ensure metrics attainment of targets for quality achievement
  • Conduct quality reviews of reports created by the Level 1 specialist
  • Participate in quality improvement activities
  • Provide feedback for the improvement of the process training and template usage to the Practice Management Key User; identifies and escalates process gaps and opportunities for improvement
  • Conduct Global Reporting trainings and meetings where appropriate
  • Participate in company and area strategy initiatives to ensure alignment

Competencies, Skills, Knowledge, & Abilities:

  • Advanced MS Excel skill is required
  • Must be proficient in other Microsoft Office applications: Power BI, Word, PowerPoint, Visio (knowledge on Access is a plus);
  • Must have good typing skills
  • Excellent written and oral communications skills; individual will need to constantly communicate with international counterparts and internal customers
  • Strong analytical skills using various problem-solving methods a must
  • Well-developed interpersonal skills
  • Ability to get along well with diverse personalities— mature—flexible
  • Receptive to changes – shift, work requirements, workflow, etc.

Education, Experience and Certifications Basic Requirements:

  • BA/BS degree in Engineering, Business, Computer Science, IT or equivalent
  • A minimum of 2 years operational experience in data analysis and reporting
  • At least 1 year customer service experience
  • Experience with transactional operations execution to defined service level agreements and quality goals

You may send your application to