Business Intelligence and Reporting Analyst

1 day ago

Cebu City, Central Visayas, Philippines Speed Commerce Full time ₱450,000 - ₱600,000 per year

Speed Commerce is looking for a Business Intelligence & Reporting Analyst to support our Workforce Management and Operations teams. This role is responsible for designing, building, and maintaining reporting solutions and dashboards that provide actionable insights into contact center performance, workforce efficiency, and client service levels.

Data Analysis & Reporting

  • Develop, automate, and maintain recurring reports and dashboards for call, chat, email, and non-voice KPIs.
  • Analyze trends in contact volumes, shrinkage, adherence, occupancy, agent productivity, and SLA attainment.
  • Create and maintain visual dashboards in Excel, Power BI, Tableau, or other BI platforms.

Workforce & Performance Intelligence

  • Partner with WFM to support forecasting, capacity planning, and schedule optimization through real-time and historical data.
  • Consolidate data from multiple sources including ACD, WFM tools (e.g., Five9, NICE, Calabrio), and internal databases.
  • Support the preparation of daily, weekly, and monthly performance reports for clients and internal stakeholders.

Insights & Collaboration

  • Deliver insights and recommendations based on data analysis to improve operational performance.
  • Ensure data integrity by validating sources, auditing report logic, and troubleshooting inconsistencies.
  • Collaborate with QA, Training, and Operations to align reporting with quality and productivity initiatives.

What We're Looking For:

  • 4+ years of experience in business intelligence, data analytics, or reporting in a call center or BPO environment.
  • Strong proficiency in Microsoft Excel and data visualization tools such as Power BI, Tableau, or Looker.
  • Experience with WFM systems and data sources (e.g., Five9, NICE IEX, Verint, Calabrio, Teleopti).
  • Knowledge of SQL or other query languages is a strong plus.
  • Excellent attention to detail, data hygiene, and the ability to turn numbers into a compelling story.
  • Strong organizational skills and ability to prioritize multiple tasks under tight deadlines.
  • Strong communication skills and comfort in presenting data to stakeholders at all levels.

Job Type: Full-time

Pay: Php45, Php50,000.00 per month

Benefits:

  • Health insurance
  • Promotion to permanent employee

Work Location: In person

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