Reports Analyst| BPO

1 week ago

Pasig, National Capital Region, Philippines UPTC Full time ₱120,000 - ₱180,000 per year

Job Overview

We are seeking a detail-oriented and data-driven Reports Analyst with at least 3 years

of experience in a BPO setting to support our operations teams. This role is critical in

generating accurate, timely, and actionable reports that provide visibility into key metrics

across service delivery, quality assurance, and other areas of operations.

The ideal candidate has a solid understanding of BPO performance metrics, is skilled in

reporting tools, and thrives in a fast-paced, high-volume environment.

Key Responsibilities


• Generate daily, weekly, and monthly operations reports, including SLA/KPI

performance, productivity, AHT, attendance, shrinkage, and utilization.


• Consolidate and analyze data from multiple sources such as dialer systems,

CRMs, WFM tools, and internal databases.


• Create dashboards and visual reports using Excel, Google Sheets, Power BI, or

Tableau to support team leads, operations managers, and clients.


• Perform root cause analysis for performance dips and provide data-backed

insights and recommendations.


• Coordinate with operations, QA, and other relevant teams to ensure reporting

requirements and deadlines are consistently met.


• Ensure data accuracy and integrity in all reports; conduct periodic audits and

validations to flag inconsistencies.


• Automate recurring reports where possible to improve efficiency and minimize

manual errors.


• Support ad-hoc reporting needs for internal teams and client presentations.


• Document report logic, processes, and data sources to maintain consistency and

support knowledge transfer.

Qualifications


• Bachelor's degree in Business Administration, Statistics, or a related field.


• Minimum of 3 years experience in a reporting or analyst role within a BPO

environment.


• Strong understanding of BPO metrics (e.g., SLA, AHT, FCR, QA scores, CSAT, NPS).


• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, advanced

formulas, macros); experience with Google Sheets is a plus.


• Familiarity with reporting and data visualization tools such as Power BI, Tableau, or

Google Data Studio, an advantage.


• Basic SQL knowledge for querying databases is a plus.


• Strong analytical, problem-solving, and organizational skills.


• Ability to handle multiple requests and meet tight deadlines with accuracy.


• Good communication skills and ability to translate data into clear, actionable

insights.

Preferred Qualifications


• Experience working with BPO-specific tools


• Exposure to reporting for voice, chat, or back-oVice campaigns.


• Experience with automation tools or scripting (e.g., VBA, Python) is an advantage.

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