Business Analyst

The Business Analyst is the analytics and reporting owner for an assigned client account. The role exists to turn account data into decisions. It sits beside the WFM Senior Manager as the primary source of truth on performance,
trending and forward view, and it carries accountability for the accuracy and timeliness of everything the account reports internally and to the client.
This is a hands-on analytics role. The successful candidate will provide technical guidance and mentorship to the reporting team, helping them design, build and automate reporting, and work directly with Operations, Workforce Management, Quality and Training to identify what is driving performance and what needs to change.

The role also supports client-facing forums including the Weekly, Monthly and Quarterly Business Review, where the analysis produced here is presented to the client stakeholder group.

Key responsibilities

Reporting and data management
1. Own the end-to-end reporting suite for the assigned account, including daily performance dashboards,
weekly business review packs, monthly and quarterly reporting, and ad hoc client requests.
2. Build, automate and maintain reporting tools that reduce manual effort and eliminate version control issues
across the account.
3. Consolidate data from multiple sources including telephony, workforce management, quality systems and
client provided files, and reconcile discrepancies before publication.
4. Establish and enforce a single source of truth for account metrics so that Operations, Quality, Workforce
Management and the client are working from the same numbers.
5. Maintain reporting documentation, definitions and calculation logic so that metrics remain auditable and
transferable.

Business insight, trending and forecasting
1. Produce weekly and monthly trend analysis across the account scorecard, including service delivery,
productivity, quality, compliance and commercial outcome metrics relevant to the client.
2. Build forecasts for volume, staffing demand and performance outcomes, and track forecast accuracy over
time.
3. Identify performance drivers and root causes at site, team and individual level, and translate findings into
recommendations the exectives can act on.
4. Run correlation and driver analysis linking agent behaviour, tenure, training and quality outcomes to
commercial results.
5. Provide early warning on emerging risks such as attrition impact, capacity gaps, seasonal volume shifts and
metric deterioration, with enough lead time for the account to respond.
6. Support business case development for account investments, including staffing changes, incentive programs
and process improvements.

Client and stakeholder support
1. Prepare the analytical content for Weekly and Monthly Business Reviews and support the Operations
Director in the delivery of those forums.
2. Respond to client data requests with accuracy and speed, and anticipate the follow up questions before they
are asked.
3. Translate technical analysis into a clear commercial narrative that a non technical client audience can act on.
4. Support governance and compliance reporting requirements applicable to the assigned account and its
regulatory environment.

Stakeholder Engagement and Influence
1. Act as a subject matter expert and trusted advisor to operations leadership, using data and commercial
insight to influence strategy and decision-making.
2. Build and maintain strong cross-functional relationships with Operations and Workforce Management
partners, leveraging data-driven insights to align stakeholders on account priorities and drive operational
improvements.

3. Facilitate effective communication of data-driven insights during key governance forums (e.g.,
Weekly/Monthly Business Reviews), ensuring performance trends and strategic recommendations are
clearly understood by all stakeholders.

Continuous improvement
1. Identify opportunities to improve reporting cycle time, data quality and analytical depth.
2. Partner with Operations, Quality, Training and Workforce Management on improvement initiatives,
providing the measurement framework and post implementation validation.
3. Support the design and tracking of incentive and recognition programs through scorecard development and
performance measurement.

Qualifications

1. Minimum 1 year experience in reporting, analytics or business analyst function.
2. Demonstrated experience supporting client facing business reviews, with exposure to senior client stakeholders.
3. Advanced Microsoft Excel capability, including complex formulas, pivot tables, Power Query and automation through macros.
4. Working knowledge of data visualisation tools such as Power BI or Tableau.
5. Proven experience with WFM systems like Genesys, IEX, CXOne, including extracting and creating reports,
and a solid understanding of workforce management and contact centre operations.

6. Strong written and verbal English communication, with the ability to present analysis to both operational and client audiences

7. Must be amenable to work in Eastwood, Quezon City