Job Summary:
We are seeking a highly skilled Senior Reports Analyst to join our team. The ideal candidate will possess deep expertise in data visualization, automation, and reporting tools, particularly in Excel, Power BI, Power Automate, SharePoint, and Office Scripts. You will be responsible for transforming complex data into actionable insights, developing reports, and automating processes to enhance operational efficiency. Your ability to collaborate with cross-functional teams and deliver high-quality analytical solutions will be critical to our success.
Key Responsibilities:
Client Relationship Management
- Build and maintain strong, long-lasting client relationships.
- Serve as the primary point of contact for client inquiries, escalations, and strategic discussions.
- Conduct regular client meetings to review service performance, identify opportunities for improvement, and explore additional service offerings.
Organic Growth and Retention
- Develop and implement strategies to increase organic growth from existing clients.
- Proactively identify upsell and cross-sell opportunities based on client needs and industry trends.
- Work collaboratively with internal teams to ensure seamless service delivery and client satisfaction.
Contract Negotiation and Pricing
- Lead contract renewal discussions and negotiate terms to maximize client retention and profitability.
- Analyze pricing models and develop competitive pricing strategies that align with client expectations and company goals.
- Ensure all contractual obligations are met and facilitate contract amendments or changes as necessary.
Client Service Excellence
- Champion a culture of client-centricity and continuous improvement within the Client Services team.
- Monitor service delivery metrics and KPIs to ensure adherence to SLAs and quality standards.
- Address client concerns promptly and effectively, striving to exceed expectations in service delivery.
Education and Minimum Skill Requirements:
SUCCESSFUL CANDIDATES WILL POSSESS THE FOLLOWING QUALIFICATION
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience (3+ years) in client services, account management, operation, or similar roles within the BPO industry.
- Strong understanding of BPO operations, client service dynamics, and contract negotiation principles.
- Excellent communication skills, both verbal and written, with the ability to interact confidently with senior executives.
- Strategic thinker with a track record of driving organic growth and client satisfaction.
Preferred Qualifications:
- Bachelor’s degree in Business Administration or a related field or equivalent work experience.
- Experience working with international clients and managing remote teams.
- Familiarity with CRM software (e.g., Salesforce) and project management tools.
What we have to offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting Possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market-competitive total compensation/rewards package including:
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th-month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
