Data-Driven Reports Analyst for Contact Center WFM Insights

Maxicare Healthcare Corporation; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

Maxicare Healthcare Corporation in Metro Manila seeks a Reports Analyst to join the Operations Support team. You will compile, analyze, and deliver performance metrics, transforming raw contact center data into insights that help leadership optimize workforce management and improve customer experience.

You will build reports and dashboards tracking KPIs such as Service Level, AHT, Shrinkage, and Abandonment, collaborate with WFM planning and real-time teams, ensure data integrity, and provide

Qualifications

• 2+ years of experience as Reports Analyst or Data Analyst in a contact center or BPO environment.
• Proficiency in MS Excel and Google Sheets; Power BI experience is a plus.
• Experience extracting data from contact center platforms (Genesys, NICE, Salesforce).
• Strong analytical thinking with ability to present insights clearly to non-technical stakeholders.
• Excellent verbal and written communication skills.

Responsibilities

• Design, build, and automate daily, weekly, and monthly performance reports and dashboards.
• Analyze operational trends to identify gaps and provide actionable commentary.
• Respond to ad-hoc data requests from Operations, QA, and Client Services teams.
• Audit data sources, clean data sets, and troubleshoot reporting discrepancies.
• Collaborate with WFM Capacity Planners and real-time analysts to align reports with intraday performance.

Skills

Data Analysis

Excel & Sheets

Power BI

KPIs & Reporting

Communication

Tools

Genesys

NICE

Salesforce

Job description

Maxicare Healthcare Corporation in Metro Manila seeks a Reports Analyst to join the Operations Support team. You will compile, analyze, and deliver performance metrics, transforming raw contact center data into insights that help leadership optimize workforce management and improve customer experience.

You will build reports and dashboards tracking KPIs such as Service Level, AHT, Shrinkage, and Abandonment, collaborate with WFM planning and real-time teams, ensure data integrity, and provide