Basic Information

Ref number

Req_00064121

Primary Location

Ortigas Center

Description and Requirements

Functional Responsibilities

  • Extract and collate data from call accounting software and database (i.e. Avaya CMS, Five9, SQL).
  • Prepare and distribute specially designed MIS reports. Includes other pertinent information such as
  • attendance reports from the Command Center and quality scores from Quality Assurance. Shows the
  • daily performance of the account / program in an organized and timely fashion.
  • Checks if the necessary reports have been uploaded to the FTP site for perusal of all Operations
  • personnel. Ensures the availability of performance reports as needed by external clients to review the
  • site’s performance for the day.
  • Prepares the daily MIS brief by collating all MIS reports into one standard and consistent file. Ensures
  • accurate summarization and collation of MIS data prior to routing to all users within the Company.
  • Accomplishes all agent level reports by capturing data from the Avaya CMS and FTP site.
  • Attends to special reports requests (i.e. Avaya CMS-based, Excel based reports). Gathers the report
  • details required from the requesting individual and calibrates on customized output needed.
  • Devises the best and most efficient way of generating such customized reports.

Additional Job Description


Job Description

Position Summary

  • Responsible for developing and maintaining reports that will assist internal and external customers in
  • analyzing performance of the business. Maintains compliance to reporting requirements set by the
  • customers that will help meet quality standards.


Functional Responsibilities

  • Extract and collate data from call accounting software and database (i.e. Avaya CMS, Five9, SQL).
  • Prepare and distribute specially designed MIS reports. Includes other pertinent information such as
  • attendance reports from the Command Center and quality scores from Quality Assurance. Shows the
  • daily performance of the account / program in an organized and timely fashion.
  • Checks if the necessary reports have been uploaded to the FTP site for perusal of all Operations
  • personnel. Ensures the availability of performance reports as needed by external clients to review the
  • site’s performance for the day.
  • Prepares the daily MIS brief by collating all MIS reports into one standard and consistent file. Ensures
  • accurate summarization and collation of MIS data prior to routing to all users within the Company.
  • Accomplishes all agent level reports by capturing data from the Avaya CMS and FTP site.
  • Attends to special reports requests (i.e. Avaya CMS-based, Excel based reports). Gathers the report
  • details required from the requesting individual and calibrates on customized output needed.
  • Devises the best and most efficient way of generating such customized reports.

Required Language(s)
English