Job Description
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
- 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
- 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.
