Workforce Reporting Analyst

2 days ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱400,000 - ₱800,000 per year

The Operations Reporting Analyst is responsible for consolidating, analyzing, and presenting key operational data that drives performance management and strategic decision-making. The role requires expertise in reporting, data visualization, and analytics, ensuring stakeholders have accurate, timely, and actionable insights on performance metrics, client deliverables, and operational KPIs.

Roles and Responsibilities

Reporting & Dashboard Management

  • Develop, maintain, and automate daily, weekly, and monthly operations performance reports.

  • Build dashboards to track KPIs such as productivity, utilization, revenue, attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.

  • Consolidate data across multiple sources (ACD, CRM, WFM, HRIS,Finance).

Analysis & Insights

  • Perform variance and root cause analysis on operational performance trends.

  • Highlight risks and opportunities in service delivery and recommend action plans.

  • Support leadership in business reviews (internal and client-facing) with data-backed insights.

Data Governance & Accuracy

  • Ensure accuracy and consistency of reporting outputs.

  • Standardize reporting templates across accounts, programs, or regions.

  • Document data sources, definitions, and reporting processes.

Collaboration & Support

  • Work with Operations Managers, Workforce Management, and Quality teams to align on performance metrics.

  • Provide ad-hoc analysis and reporting for business improvement initiatives.

  • Assist in automation and process efficiency projects (e.g., Power BI/Tableau, dashboards)

Minimum Skills & Requirements

  • 1–3 years of reporting or data analytics experience in a BPO or Shared Services environment

  • Strong proficiency in Excel/Google Sheets (advanced formulas, pivot tables, charts; macros a plus).

  • Experience in data visualization tools (Tableau, Power BI, Google Data Studio).

  • Familiarity with SQL or database querying (preferred).

  • Experience with BPO operational data sources (ACD, CRM, HR, WFM tools).

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