Data Analyst

EmpireOne; Negros Occidental; On-site; PHP 300,000 - 600,000; Full time

Job summary

EmpireOne in the Philippines seeks a Workforce Management Reporting/Data Analyst to deliver timely performance insights and own the end-to-end reporting process, including data extraction, validation, analysis, visualization, and dashboard development.

You will translate complex data into clear metrics and recommendations to support staffing decisions, service delivery, and strategic planning, while maintaining automated dashboards for real-time visibility.

Qualifications

• Senior High School graduate; IT-related Bachelor's degree or equivalent preferred.
• At least 6 months contact center experience and knowledge of WFM foundation.
• At least 6 months experience in reporting, analytics, or operations support.
• Basic knowledge of BI tools is a plus.
• High attention to detail and strong analytical skills.

Responsibilities

• Produce daily, weekly, monthly, and ad-hoc reports for Operations, Clients, and Leadership.
• Design, build, and maintain dashboards (Power BI).
• Analyze trends, patterns, and anomalies in operational data.
• Provide actionable recommendations to improve service delivery and efficiency.
• Extract and consolidate data from multiple sources and ensure data quality.
• Present findings in meetings and business reviews.

Skills

Attention to detail

Analytical thinking

Statistical analysis

Business acumen

Confidentiality and integrity

Education

Senior Highschool graduate

IT-related Bachelor's degree or equivalent experience preferred

Tools

BI tools

Job description

Job Description

Job Summary

The Workforce Management (WFM) Reporting / Data Analyst is responsible for delivering accurate, timely, and actionable performance insights to operational leaders, clients, and the WFM organization. This role owns the end-to-end reporting process, including data extraction, validation, analysis, visualization, and dashboard development.

The analyst transforms complex operational data into clear metrics, trends, and recommendations that support service delivery, staffing decisions, and strategic planning. This role also designs and maintains automated dashboards to provide real-time visibility into performance.

Core Responsibilities

Performance Reporting

• Produce daily, weekly, monthly, and ad-hoc reports for Operations, Clients, and Leadership team
• Track key contact center metrics such as:
• Average Handle Time (AHT)
• Forecast Accuracy
• Schedule Adherence
• Attrition rate
• Ensure reports are accurate, consistent, and delivered within defined timelines
• Provide clear commentary explaining performance drivers, risks, and opportunities

Dashboard Development & Data Visualization

• Design, build, and maintain dashboards (ie, Power BI)
• Create real-time and near-real-time views of operational performance such an intraday report
• Optimize dashboards for usability by operational leaders and clients
• Standardize metrics definitions and visualization formats
• Maintain a single source of truth for performance data

Data Analysis & Insights

• Analyze trends, patterns, and anomalies in operational data
• Identify root causes of performance gaps
• Provide actionable recommendations to improve service delivery and efficiency
• Support scenario analysis and decision-making for WFM and Operations
• Translate data into business insights for non-technical stakeholders

Data Management & Quality Assurance

• Extract and consolidate data from multiple sources (WFM systems, ACD, CRM, HR systems, etc.)
• Validate data accuracy and reconcile discrepancies
• Maintain data dictionaries, reporting logic, and documentation
• Ensure confidentiality and integrity of sensitive operational data

Stakeholder & Client Support

• Serve as reporting subject matter expert for Operations and clients
• Customize reports based on stakeholder requirements
• Present findings in meetings and business reviews
• Support client reporting deliverables and contractual obligations
• Automate manual reporting processes to improve efficiency
• Improve reporting tools, templates, and methodologies
• Recommend enhancements to data collection and measurement practices
• Support WFM transformation initiatives

Qualifications

• At least Senior Highschool graduate (IT-related Bachelor’s degree or equivalent experience preferred)
• At least 6 months Contact Center experience and knowledge on WFM foundation and WFM platforms
• At least 6 months experience in reporting, analytics, or operations support
• Basic knowledge of BI tools, preferred but not required
• High attention to detail
• Strong statistical and analytical skills
• Analytical thinking
• Attention to detail and accuracy
• Business acumen
• Confidentiality and integrity