Reports Analyst- Global One, Eastwood- Morning Shift

2 weeks ago

Eastwood Metro Manila, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 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

Education & Experience

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

Technical Skills

  • 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).

Soft Skills

  • Strong analytical and problem-solving skills with keen attention to detail.
  • Ability to work with large data sets and convert them into meaningful insights.
  • Excellent communication and presentation skills.
  • Ability to work under tight deadlines in a fast-paced environment.
  • Strong stakeholder management and collaboration skills.

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