Workforce Reporting Analyst

Job Description

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

o Develop, maintain, and automate daily, weekly, and monthly operations

performance reports.

o Build dashboards to track KPIs such as productivity, utilization, revenue,

attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.

o Consolidate data across multiple sources (ACD, CRM, WFM, HRIS, Finance).

● Analysis & Insights

o Perform variance and root cause analysis on operational performance trends.

o Highlight risks and opportunities in service delivery and recommend action

plans.

o Support leadership in business reviews (internal and client-facing) with

data-backed insights.

● Data Governance & Accuracy

o Ensure accuracy and consistency of reporting outputs.

o Standardize reporting templates across accounts, programs, or regions.

o Document data sources, definitions, and reporting processes.

● Collaboration & Support

o Work with Operations Managers, Workforce Management, and Quality teams

to align on performance metrics.

o Provide ad-hoc analysis and reporting for business improvement initiatives.

o 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.

● Must be amenable to work in Eastwood, Quezon City

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.