CX Reporting Analyst: Dashboards, KPIs & Insights

CPC - Colder Products Company; Cebu City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Dover Business Services in Cebu is seeking a Reports Analyst to generate accurate reports from multiple sources, create dashboards, and provide insights to improve operations within the BPO/shared services context.

Ideal candidates have 2–3 years in reporting within BPO or SSC environments, strong Excel/VBA skills, and proficiency with Power BI; excellent communication and stakeholder collaboration are essential.

Qualifications

• Bachelor’s Degree in any related field.
• 2-3 years’ experience as a Reports Analyst in a BPO or Shared Services Set up.
• 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, including courteous telephone etiquette.
• Experience in generating dashboards, reports and decks.

Responsibilities

• Generate accurate reports from CRM, ERP, Salesforce.
• Send and upload reports to external customer applications in a timely manner.
• Create dashboards, scorecards and metric tracking for the team.
• Analyze and interpret reports on past performance including KPIs; collaborate with the DFR team on findings and challenges.
• Establish processes for reports, scorecards and related procedures.

Skills

Excel macros

VBA

Power BI

Analytical thinking

Communication

Education

Bachelor's Degree

Tools

Power BI

Job description

Dover Business Services in Cebu is seeking a Reports Analyst to generate accurate reports from multiple sources, create dashboards, and provide insights to improve operations within the BPO/shared services context.

Ideal candidates have 2–3 years in reporting within BPO or SSC environments, strong Excel/VBA skills, and proficiency with Power BI; excellent communication and stakeholder collaboration are essential.