Xerox Customer Care - Analyst in Guatemala, Guatemala

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

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• Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.

Role, Purpose and Scope:

Support the operation by analyzing data trends and communicating process improvement opportunities. Provide accurate and timely reporting to management, as well as participate in root cause analysis for operational deficiencies. Individual and team contributor for translating business requirements into functional specifications and managing requests for changes to the specifications. May assist the business in determining which business requirements can be automated and how they are then integrated. Maintains functional peer relationships and detailed working knowledge of the assigned area’s systems, organization and business process.

Major Responsibilities:

  • Deliver accurate and timely operational reporting to management

  • Validate and maintain reports and data extracts

  • Ensure reporting infrastructure aligns with the strategic system architecture standards

  • Assess operation performance, translate quantitative and qualitative data into recommendations that drive measurable business results

  • Work with the team to design and develop innovative robust data structures and reporting mechanisms to solve business problems, including repetitive and ad-hoc requests

  • Develop and implement new technical solutions to enhance productivity, improving cycle time, promise date, span and other operational metrics/targets

  • Leverage technology to build innovative reporting solutions to streamline work processes and eliminate non-value add activities

  • Support AOP (Annual Operating Plan), local and Corporate projects

  • All other duties assigned


  • Builds knowledge of the organization, processes and customers

  • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

  • Receives a moderate level of guidance and direction

Moderate decision making authority guided by policies, procedures, and business operations protocol

Background, Skills, Experience and Qualifications

  • BS/BA from an accredited university or equivalent work experience - preferred

  • Fluent in English, both written & verbal

  • Must have prior work experience in data gathering, validation, analysis, summarization, recommendation and presentment

  • Proven ability to translate data into business requirements and functional specifications

  • Aptitude with database technology and report delivery tools

  • Experience with data modeling, database design, transacts SQL using Access, Oracle or other relational database experience - Desired

  • Exposure/experience with various Xerox base business and Services systems (Oracle/ATLAS, iServe, Check Register, eMeters, EBS, BWM, CAPS, XEEP, etc.) - desired

  • Prior experience in the creation or technical solutions using MS Access, Visual Basic and (PL)SQL - Desired

  • Change agent with strong analytical and problem solving skills

  • Strong follow-up and attention to detail in a fast-paced operations environment

  • Knowledge of Business Objects or other business intelligence reporting architectures

  • Self-motivated with demonstrated initiative and ability to multi-task in a changing and deadline driven environment

Versed in creating ODBC connections in Microsoft Windows

Primary Skillset Needs

  • Experience with projection modeling and regression analysis - preferred

  • Quantitative skills, including familiarity with basic concepts in probability and statistics - preferred

  • Excellent written & verbal communication skills - preferred

  • Proven strong organizational skills, attention to detail and ability to interact effectively with associate and management levels – preferred.

  • Proficient in Visual Basic and SQL - preferred

  • Proficient with Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint) – preferred

  • Be able to work both independently and in a team environment across centers.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Customer Care - Analyst

Location: Guatemala-Guatemala-Guatemala City

Requisition ID: 18005717