Performance Data & Dashboards Analyst

OfficePartners, 360 Inc.; Davao City; On-site; PHP 360,000 - 600,000; Full time

Job summary

OfficePartners, 360 Inc. is seeking a Reports Analyst to transform data into actionable insights within a fast-paced BPO environment in Davao City.

You will design and maintain scorecard dashboards, consolidate reports from multiple sources, and perform deep-dive analyses to guide performance improvements. The role requires strong Excel, Power BI/Tableau, SQL, and CRM experience, plus excellent communication and time-management skills.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Business Administration, IT, or related field.
• 1–2 years of reporting/data analysis experience in a BPO, contact center, or similar environment.
• Strong analytical and critical thinking skills.
• Excellent attention to detail, time management, and organizational abilities.
• Strong communication skills, both written and verbal.
• Advanced Excel skills: pivot tables, nested formulas, conditional formatting, dashboards.
• Experience with Power BI, Tableau, or Google Data Studio for dashboards.
• Basic to intermediate SQL querying.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and call center platforms (Genesys, Avaya, NICE, Five9).
• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence.

Responsibilities

• Design, build, and maintain performance scorecard dashboards used by operations, training, and quality teams.
• Gather, consolidate, and validate data from various sources such as CRM systems, dialers, QA tools, WFM platforms, and HR systems.
• Ensure timely and accurate generation of daily, weekly, and monthly reports.
• Conduct trend analysis, root cause analysis, and variance analysis to support business decisions.
• Collaborate with team leaders, QA, training, and workforce teams to align reporting with operational KPIs and business goals.
• Provide data-driven insights and recommendations to improve performance, efficiency, and service delivery.
• Ensure data integrity, consistency, and standardization across all reports and dashboards.
• Document reporting methodologies and create user guides or SOPs where necessary.
• Assist in automating recurring reports and identifying opportunities for process improvement through BI tools or scripting.

Skills

Analytical thinking

Attention to detail

Time management

Communication skills

Education

Bachelor's degree in Statistics/Mathematics/Business Administration/IT

Tools

Excel (Advanced)

Power BI

Tableau

Google Data Studio

SQL

CRM systems (Salesforce, Zendesk)

Job description

OfficePartners, 360 Inc. is seeking a Reports Analyst to transform data into actionable insights within a fast-paced BPO environment in Davao City.

You will design and maintain scorecard dashboards, consolidate reports from multiple sources, and perform deep-dive analyses to guide performance improvements. The role requires strong Excel, Power BI/Tableau, SQL, and CRM experience, plus excellent communication and time-management skills.