Data-Driven Reports Analyst: Dashboards & Insights

Maxicare Healthcare Corporation; Makati; On-site; PHP 400,000 - 640,000; Full time

Job summary

Maxicare Healthcare Corporation is seeking a Reports Analyst to join its Operations Support team. The role focuses on turning raw contact center data into actionable insights, building dashboards, and delivering timely performance reports to optimize workforce management and customer experience.

You will collaborate with WFM Capacity Planners and other teams to ensure data integrity and provide concise analyses that drive operational efficiency.

Qualifications

• 2+ years of experience as a Reports Analyst, Data Analyst, or WFM Specialist in a contact center/BPO environment.
• Advanced MS Excel / Google Sheets skills (VLOOKUP/XLOOKUP, Pivot Tables; macro/VBA a plus).
• Experience with Power BI is an advantage.

Responsibilities

• Report Generation & Delivery: design, build, and automate daily, weekly, and monthly performance reports (dashboards) tracking KPIs such as Service Level, AHT, Shrinkage, and Abandonment Rate.
• Data Analysis & Insights: analyze operational trends to identify performance gaps and provide commentary.
• Ad-Hoc Reporting: respond to urgent data requests from multiple teams.
• Database Maintenance: ensure data integrity by auditing sources, cleaning data sets, and troubleshooting discrepancies.
• Cross-Functional Collaboration: partner with WFM Capacity Planners and real-time analysts to align reporting with intraday performance.

Skills

Excel/Sheets

Analytical thinking

Communication

Tools

Power BI

Genesys/NICE/Salesforce

Job description

Maxicare Healthcare Corporation is seeking a Reports Analyst to join its Operations Support team. The role focuses on turning raw contact center data into actionable insights, building dashboards, and delivering timely performance reports to optimize workforce management and customer experience.

You will collaborate with WFM Capacity Planners and other teams to ensure data integrity and provide concise analyses that drive operational efficiency.