KPI Reporting Analyst — Dashboards & Insights

Valor Global, Inc.; Biñan; On-site; PHP 312,000 - 469,000; Full time

Job summary

Valor Global, Inc. is seeking a Reports Analyst to extract, compile, and generate KPI reports (AHT, CSAT, SLA, Shrinkage, Attrition) daily, weekly, and monthly for our BPO operations in the Philippines.

You will maintain dashboards and tooling, analyze performance trends, and collaborate with Operations, QA, and WFM to deliver accurate, timely reports while handling night shifts and irregular schedules as required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Statistics, Business Administration, or a related field (or equivalent work experience).
• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Management (WFM) Specialist within a BPO/Call Center environment.
• Advanced proficiency in Microsoft Excel (nested formulas, Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA).
• Familiarity with Data Visualization tools (Power BI, Tableau) is a strong plus.
• Experience handling BPO data systems (Avaya, Genesys, CMS, Five9).
• Strong attention to detail with solid problem-solving skills to interpret data patterns.
• Ability to explain complex data clearly to non-technical operational leaders.
• Willingness to work shifting schedules, night shifts, weekends, and holidays as required by operations.

Responsibilities

• Extract, compile, and generate daily, weekly, and monthly operational KPI reports (e.g., AHT, CSAT, SLA, Shrinkage, Attrition).
• Maintain and update internal reporting dashboards, tracker templates, and automated reporting tools.
• Analyze performance trends, highlight operational gaps, and flag anomalies or inconsistencies in reporting data.
• Collaborate with Operations, Quality Assurance, and Workforce Management teams to provide custom or ad-hoc reports as needed.
• Ensure 100% accuracy, consistency, and timely submission of all client and internal deliverables.

Skills

Excel advanced

Power BI

Tableau

Avaya

Genesys

CMS

Five9

Pivot Tables

Data interpretation

Education

Bachelor’s degree in IT/CS/Statistics/Business Admin

Tools

Avaya

Genesys

CMS

Five9

Job description

Valor Global, Inc. is seeking a Reports Analyst to extract, compile, and generate KPI reports (AHT, CSAT, SLA, Shrinkage, Attrition) daily, weekly, and monthly for our BPO operations in the Philippines.

You will maintain dashboards and tooling, analyze performance trends, and collaborate with Operations, QA, and WFM to deliver accurate, timely reports while handling night shifts and irregular schedules as required.