**About Us**:Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.Our Guadalajara, Mexico Team is growing and we're looking for an experienced Reports Analyst to join our Helpware team.The Reports Analyst produces standard scheduled and ad-hoc reports as required and requested by appropriate parties in Management/stakeholders. Collects, prepares, evaluates, and analyzes statistical data for each operational division within the program. Prepares reports and decks and participates in the analysis and interpretation of data as appropriate.***:**Primary Responsibilities**:- Shows performance of each division of the program and/or that of the whole program in an organized and timely fashion, whether intra-day, daily, week-to-date, weekly, month-to-date, monthly, quarter-to-date, quarterly, year-to-date, and yearly.- Coordinates with both internal and external parties to ensure that all information on reports and decks is complete and accurate for the perusal of all parties. Ensures availability of reports and decks needed by internal Management and external Clients.- Prepares the appropriate reports and decks by collating all pertinent information in a standard and consistent document. Ensures accurate summarization of all collated data prior to routing to all parties.- Accomplishes the appropriate agent, team, division, and program-level reports by capturing data from all pertinent sources. Computes for all needed information using agreed-to standard calculations. Provides Operations Management with metrics used as the basis for assessing and measuring the performance of all team members within the program.- Attends special report requests. 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.- Help maintain reports and other agent administrative files.**Qualifications**:- At least one (1) year WorkForce Management/Reports Analyst/Process Improvement/Quality Assurance.- Graduate of Bachelor's Degree in any course, preferably Math, Statistics or Information Management preferred.- Professional English proficiency required- Working knowledge of call center operations and organization.- In-depth knowledge of performance metrics.- Must be amenable to work in Guadalajara- Must be amenable to work from home or site depending on requirement- Must have full time availability