Customer Experience Reporting Analyst: Dashboards & KPIs

Markem-Imaje

Cebu City

Hybrid

PHP 360,000 - 600,000

Full time

2 days ago

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Job summary

Dover Business Services is seeking a Reporting Analyst in Cebu City to generate accurate reports from CRM, ERP, and Salesforce. You will create dashboards, scorecards, and KPI trackers, analyze past performance, and help establish standardized reporting processes within the DFR team.

The role requires a Bachelor’s degree, 2–3 years in a Reports Analyst role in BPO/shared services, and strong Excel/Power BI proficiency. Hybrid work arrangement in Cebu City is offered to support operations.

Qualifications

Bachelor’s Degree in any related field is required.
2–3 years’ experience as a Reports Analyst in a BPO or Shared Services setup.
5 years in the BPO/Shared Services industry, specifically in Customer Service.
Experience in implementing and executing gamification.
Strong verbal, written, and interpersonal skills with excellence in customer service.
Experience 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 a timely manner.
Create dashboards, scorecards and metric tracking for the team.
Analyze and interpret reports about past performance including KPIs and collaborate with the DFR Team on findings.
Establish processes for reports, scorecards and related procedures.