Fulfillment Reporting Analyst

Fulfillment Reporting Analyst
Boundless/RapidVisa Phil. Inc.
Cebu City, Philippines

Boundless is a Seattle-based company started by a team of immigrants and experts. We’ve been featured in The New York Times, NBC News, Univision, and more . We are an A+ Better Business Bureau-accredited company and the proud recipient of the BBB’s 2018 “Business of the Year” award.

In 2020, RapidVisa joined Boundless as the trusted partner for families in navigating the high-stakes US immigration process more seamlessly. Our main RapidVisa office is located in Las Vegas and has been helping reunite 60,000+ families for more than a decade. RapidVisa has been featured in Fast Company, Newsweek, and The Washington Post, among others. While we support many petition types, we specialize in family reunification-type visas and the preparation of immigration documents.

Now, we have grown to 200+ full-time employees across three offices that offer phone and chat support seven days a week. Because we are working to scale up in the years to come, we are looking for more great talent!

Drive critical business decisions and operational performance by managing and reporting accurate data/ dashboards relevant to the team.

This role will engage with internal stakeholders to analyze and gather accurate data while ensuring that all confidential information is kept private. The ideal candidate is a self-starter with strong communication skills, attention to detail, and good interpersonal abilities, along with a commitment to maintaining data confidentiality.

You have the capability to extract information from various sources, compile and track useful data, and evaluate its accuracy to share insights with relevant leaders. You possess a passion, knowledge and experience with reporting tools, CRM and analytics, and the ability to adapt to changes in a fast-paced environment. You are motivated by performance-driven success.

What You'll Do 

• Report directly to the Senior Manager of Operations 
• Track quantitative and qualitative Fulfillment Ops metrics covering all Key Performance Indicators (KPIs) like TAT, Quality, Handle Time, Productivity, Applications shipped etc.
• Provide administrative support to Fulfillment teams 
• Regularly update and report on weekly/monthly KPI dashboards.
• Analyze Case progress, TAT, handle time etc. for insights and improvement opportunities.
• Ensure all data gathered is accurate.
• Maintain a balanced scorecard. 
• Track and maintain a monthly scorecard for the agents (DRS/CPS)
• Assist in the preparation of regularly scheduled reports.
• Undertake other tasks and projects as assigned to support overall company operations. 
  
  
  

• 2yr + analyst experience or at least two (2) years of call center industry orientation, preferably in a Reporting/ business analyst/Admin role 
• Impeccable verbal and written English communication skills (conversational)
• Experience in using Sigma and Google analytics tools, i.e. Google Sheets, Google Forms workspace, Excel, etc.
• Self-motivated, proactive and goal-oriented individual with proven ability to work in a performance-based environment 
• Data Storytelling & Visualization: The ability to turn a boring spreadsheet into a compelling visual narrative, ensuring a Sr. Manager can understand the "health" of the site in 10 seconds or less.
• Automation Mindset: The ability to not just run a report, but be obsessed with automating it so it runs by itself.
• Data Cleaning Logic: The "garbage in, garbage out" rule. Practice a disciplined approach to identifying and fixing "dirty" data before it hits the final report.
• Trend Forecasting: Ability to move from reactive reporting (what happened yesterday) to predictive reporting (what is likely to happen next week based on current volume).
• Knowledge in reporting tools and the ability to quickly adapt to AI technology
• Stress tolerance and resilience 
• Excellent organizational skills with solid work ethics
• Coachable, receptive to feedback and has a positive attitude
• Good inter-team collaboration and  maintain a strong relationship with stakeholders
• Highly motivated to acquire new learning and skills that can help support the role in the company. 
• Displays a creative mindset in solving issues and problems as quickly as possible
• Ability to work with higher management and present and report KPIs and site metrics
• Assist in Special projects as needed or whenever one arises
  
  
  

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. 

You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you!  

• Annual salary appraisal: We recognize great people and reward them for exemplary performance.
• Attendance incentives:  We believe that consistent presence enables our team members to learn and become better providers for our customers.
• 15 paid leave credits: We encourage our people to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent.
• Statutorily mandated benefits: We ensure each team member has their statutory contributions and 13th-month pay up-to-date.
• Collaborative engagement sessions and major company-wide sponsored events: We allocate a budget to cultivate engagement and fun in our work environment.
  
  
  

• Think Without Bounds. To make a meaningful difference in the lives of immigrants, we must continuously try new things. We are not constrained by convention.
• Understand the Why. We ask thoughtful questions and respectfully challenge ideas. The spirit of inquiry drives us to reflect, improve, and expand our thinking.
• Focus on Impact. We prioritize what will have the greatest impact and say no to everything else. We focus on outcomes over output.
• Strive to Simplify. Immigration is complex; the way we work isn't. We address hard problems by starting with the simplest solution.
• Own It. We all take ownership and are accountable for the work we do. Boundless' success belongs to everyone.
• Adapt and Evolve. Our industry and business never stay the same; neither can we. We earn, refine, and prepare for change as flexibility is our competitive advantage.