WFM Data/Reports Analyst

4 weeks ago

Davao City, Davao, Philippines OP360 (OfficePartners360) Full time

Job Summary:

The Reports Analyst plays a critical role in transforming data into actionable insights to support performance monitoring and decision-making. This role is responsible for designing and maintaining scorecard dashboards, consolidating reports from multiple data sources, and performing deep-dive analyses to identify trends, variances, and opportunities for improvement in a fast-paced BPO call center environment.

Key Responsibilities:


• Design, build, and maintain performance scorecard dashboards used by operations, training, and quality teams.


• Gather, consolidate, and validate data from various sources such as CRM systems, dialers, QA tools, WFM platforms, and HR systems.


• Ensure timely and accurate generation of daily, weekly, and monthly reports.


• Conduct trend analysis, root cause analysis, and variance analysis to support business decisions.


• Collaborate with team leaders, QA, training, and workforce teams to align reporting with operational KPIs and business goals.


• Provide data-driven insights and recommendations to improve performance, efficiency, and service delivery.


• Ensure data integrity, consistency, and standardization across all reports and dashboards.


• Document reporting methodologies and create user guides or SOPs where necessary.


• Assist in automating recurring reports and identifying opportunities for process improvement through BI tools or scripting.

Tool Proficiency:

The ideal candidate will have working knowledge or experience with the following tools and platforms commonly used in the BPO environment:


• Microsoft Excel (Advanced) – pivot tables, nested formulas, conditional formatting, dashboards


• Power BI / Tableau / Google Data Studio – for dashboard creation and data visualization


• SQL – basic to intermediate querying for data extraction and manipulation


• Google Sheets – collaborative reporting and data sharing


• CRM systems (e.g., Salesforce, Zendesk)


• Call center platforms (e.g., Genesys, Avaya, NICE, Five9)


• WFM tools (e.g., Verint, Aspect, Calabrio)


• QA systems (e.g., Observe.AI, Scorebuddy, Playvox)


• Ticketing and workflow tools (e.g., Jira, Trello, Monday.com) – nice to have


• Familiarity with Python or R for data analysis and automation is a plus

Qualifications:


• Bachelor's degree in Statistics, Mathematics, Business Administration, IT, or any related field.


• At least 1–2 years of reporting/data analysis experience in a BPO, contact center, or similar environment.


• Strong analytical and critical thinking skills.


• Excellent attention to detail, time management, and organizational abilities.


• Strong communication skills, both written and verbal.

Preferred Skills:


• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence, etc.


• Experience in creating dashboards or performance reports for operational scorecards.


• Ability to handle multiple priorities and work under pressure with tight deadlines.


• Strong sense of data ownership and accountability.

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