Reports Analyst

Unify CX is looking for an extraordinary Reports Analyst to join our motivated and ambitious team.

Role: Reports Analyst

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

What Will You Do

As the Reports Analyst, you will collect, evaluate, and prepare reports and other complex statistical data for our teams in Operations, Human Resources, Workforce Management, and other departments to help drive critical business decisions. You will be responsible for the preparation of statistical and narrative reports, recommendations, and participate in the analysis and interpretation of data to present to functional departments in a timely manner.

• Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.
• Determine annual, quarterly, monthly, daily, and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
• Ensure forecast and schedule efficiency, consistency, and reliability
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, occupancy, etc.)
• Provide visibility and solutions to areas of opportunity to improve staffing performance to site/client management.
• Provide feedback to management and product owners in support of future strategic initiatives.
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
  
  

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

• At least 1 year experience in call center analysis work and reporting including agent performance metrics, site performance metrics and workforce management related data
• A minimum of 6 months experience in working with customers of varied technical
• Ability to design, build and rollout sophisticated financial models and templates.
• Comprehensive understanding of business reporting activities and processes.
  
  

Preferred Qualifications

• 2 years in data analysis, reporting, or business intelligence, with experience in compiling, analyzing, and presenting data.
• Experience with Reporting Tools: Proficiency in tools like Excel, Power BI, Tableau, or SQL for data analysis and report creation.
• Analytical Skills: Strong ability to interpret data, identify trends, and create actionable insights.
• Attention to Detail: Ability to ensure accuracy and consistency in data and reports.
• Data Visualization: Experience in designing clear and effective data visualizations to present insights to non-technical stakeholders.
• Technical Proficiency: Knowledge of databases, data extraction, and reporting tools (e.g., SQL, Excel, Tableau, Power BI).
• Bachelor's Degree: A degree in Business, Computer Science, Statistics, Mathematics, or a related field (preferred but not always required).
• Communication: Ability to present complex data in a simple, understandable manner for stakeholders at all levels.
• Problem-Solving: Ability to identify data discrepancies and resolve issues promptly.
  
  

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.