Client-Facing Analytics & Reporting Specialist

Probe CX; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

Probe CX is seeking a Business Analyst to own analytics and reporting for an assigned client account. The role sits beside the WFM Senior Manager as the primary source of truth on performance, trending and forward view, and it ensures accuracy and timeliness of all account reports externally and internally.

This hands-on analytics position provides technical guidance to the reporting team, mentors staff, and collaborates with Operations, Workforce Management, Quality and Training to identify

Qualifications

• Minimum 1 year experience in reporting, analytics or business analyst function.
• Experience supporting client-facing business reviews, with exposure to senior client stakeholders.
• Advanced Microsoft Excel capability, including complex formulas, pivot tables, Power Query and automation through macros.
• Working knowledge of data visualisation tools such as Power BI or Tableau.
• 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.
• Strong written and verbal English communication, with the ability to present analysis to both operational and client audiences.
• Must be amenable to work in Eastwood, Quezon City Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions.

Responsibilities

• 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.
• Build, automate and maintain reporting tools that reduce manual effort and eliminate version control issues across the account.
• Consolidate data from multiple sources including telephony, workforce management, quality systems and client provided files, and reconcile discrepancies before publication.
• 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.
• Maintain reporting documentation, definitions and calculation logic so that metrics remain auditable and transferable.
• Produce weekly and monthly trend analysis across the account scorecard, including service delivery, productivity, quality, compliance and commercial outcome metrics relevant to the client.
• Build forecasts for volume, staffing demand and performance outcomes, and track forecast accuracy over time.
• Identify performance drivers and root causes at site, team and individual level, and translate findings into recommendations the executives can act on.
• Run correlation and driver analysis linking agent behaviour, tenure, training and quality outcomes to commercial results.
• 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.
• Support business case development for account investments, including staffing changes, incentive programs and process improvements.
• Prepare the analytical content for Weekly and Monthly Business Reviews and support the Operations Director in the delivery of those forums.
• Respond to client data requests with accuracy and speed, and anticipate the follow up questions before they are asked.
• Translate technical analysis into a clear commercial narrative that a non technical client audience can act on.
• Support governance and compliance reporting requirements applicable to the assigned account and its regulatory environment.
• Act as a subject matter expert and trusted advisor to operations leadership, using data and commercial insight to influence strategy and decision-making.
• 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.
• 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.
• Identify opportunities to improve reporting cycle time, data quality and analytical depth.
• Partner with Operations, Quality, Training and Workforce Management on improvement initiatives, providing the measurement framework and post implementation validation.
• Support the design and tracking of incentive and recognition programs through scorecard development and performance measurement.

Skills

Advanced Excel

English communication

Tools

Power BI

Tableau

Genesys

IEX

CXOne

Power Query

Macros

Job description

Probe CX is seeking a Business Analyst to own analytics and reporting for an assigned client account. The role sits beside the WFM Senior Manager as the primary source of truth on performance, trending and forward view, and it ensures accuracy and timeliness of all account reports externally and internally.

This hands-on analytics position provides technical guidance to the reporting team, mentors staff, and collaborates with Operations, Workforce Management, Quality and Training to identify