Reports Analyst

4 weeks ago

Pasig, Philippines Hunter's Hub Inc. Full time

Qualifications

  • Bachelor’s degree in Business Administration, Statistics, or a related field.
  • Minimum of 3 years experience in a reporting or analyst role within a BPO environment.
  • Strong understanding of BPO metrics (e.g., SLA, AHT, FCR, QA scores, CSAT, NPS).
  • Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, advanced formulas, macros); experience with Google Sheets is a plus.
  • Familiarity with reporting and data visualization tools such as Power BI , Tableau , or Google Data Studio , an advantage.
  • Basic SQL knowledge for querying databases is a plus.
  • Strong analytical, problem-solving, and organizational skills.
  • Ability to handle multiple requests and meet tight deadlines with accuracy.
  • Good communication skills and ability to translate data into clear, actionable insights.
Key Responsibilities
  • Generate daily, weekly, and monthly operations reports, including SLA/KPI performance, productivity, AHT, attendance, shrinkage, and utilization.
  • Consolidate and analyze data from multiple sources such as dialer systems, CRMs, WFM tools, and internal databases.
  • Create dashboards and visual reports using Excel, Google Sheets, Power BI, or Tableau to support team leads, operations managers, and clients.
  • Perform root cause analysis for performance dips and provide data-backed insights and recommendations.
  • Coordinate with operations, QA, and other relevant teams to ensure reporting requirements and deadlines are consistently met.
  • Ensure data accuracy and integrity in all reports; conduct periodic audits and validations to flag inconsistencies.
  • Automate recurring reports where possible to improve efficiency and minimize manual errors.
  • Support ad-hoc reporting needs for internal teams and client presentations.
  • Document report logic, processes, and data sources to maintain consistency and support knowledge transfer.
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