Workforce Reporting Analyst

7 hours ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱300,000 - ₱600,000 per year
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

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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