Customer Experience Reporting Analyst - Dashboards & Insights

Destaco; Cebu City; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Dover Business Services is seeking a Reporting Analyst in Cebu City, Philippines. The role focuses on generating accurate reports from CRM/ERP/Salesforce, creating dashboards and scorecards, and supporting the DFR team with KPI insights.

The position requires a bachelor’s degree and 2–3 years of reports analysis experience in BPO/shared services, with strong Excel and Power BI skills. It is a hybrid role based in Cebu City, with opportunities to optimize reporting processes.

Qualifications

• Bachelor’s degree in any related field.
• 2-3 years’ experience as a Reports Analyst in a BPO or Shared Services setup.
• 5 years in the BPO/Shared Services Industry specifically on Customer Service.
• Experience in implementation and execution of gamification.
• Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette.
• Experience in generating dashboards, reports and decks.

Responsibilities

• Generate Accurate Reports from multiple tools such as CRM, ERP, Salesforce.
• Send/upload reports on external customer applications in timely manner.
• Create Dashboards, scorecards and metric tracking for the team.
• Analyze and interpret reports about past performance including KPIs, metrics and collaborate with the rest of the DFR Team on key findings and challenges.
• Establishment of process for reports, scorecards and other related procedures.

Skills

Excel macros

VBA

Power BI

Education

Bachelor’s Degree in any related field

Tools

Power BI

Job description

Dover Business Services is seeking a Reporting Analyst in Cebu City, Philippines. The role focuses on generating accurate reports from CRM/ERP/Salesforce, creating dashboards and scorecards, and supporting the DFR team with KPI insights.

The position requires a bachelor’s degree and 2–3 years of reports analysis experience in BPO/shared services, with strong Excel and Power BI skills. It is a hybrid role based in Cebu City, with opportunities to optimize reporting processes.