Performance Reports Analyst

Valor Global, Inc.; Biñan; On-site; PHP 360,000 - 540,000; Full time

Job summary

Valor Global, Inc. is seeking a Performance Reports Analyst to collect, monitor, and analyze operational data to help management evaluate agent and program performance. You will generate daily dashboards and reports to support operations teams and clients.

The role focuses on key metrics like AHT, CSAT, QA scores, and SLA compliance, using Excel, Power BI, and Tableau to transform raw data into actionable insights. Night and weekend shifts may be required to align with client hours.

Qualifications

• Bachelor’s degree or completed at least 2 years in college.
• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Analyst in a BPO/Call Center setup (Entry-level candidates with strong technical skills are also considered).
• Advanced proficiency in MS Excel and Google Sheets (Pivot tables, lookup functions, nested logic, conditional formatting).
• Basic to intermediate knowledge of SQL or data visualization tools (Power BI, Tableau).
• Familiarity with BPO telephony tools and CRM systems.

Responsibilities

• Create and maintain accurate daily, weekly, and monthly performance reports for operations and clients.
• Track KPIs such as SLA, CSAT, shrinkage, occupancy, and agent productivity.
• Spot trends and performance gaps to provide actionable insights to Operations Managers.
• Update operational dashboards and visual reporting tools (Excel, Power BI, Tableau).
• Provide quick data pulls and analyses to support strategic or urgent operational decisions.

Skills

Analytical skills

Numerical ability

Problem-solving

Attention to detail

Education

Bachelor’s degree or 2 years in college

Tools

MS Excel

Google Sheets

SQL

Power BI

Tableau

Avaya

Genesys

Five9

Cisco

CRM systems

Job description

Role Overview

The Performance Reports Analyst gathers, monitors, and analyzes operational data to help management evaluate agent and program performance. This role tracks key BPO metrics—such as AHT (Average Handle Time), CSAT (Customer Satisfaction), QA scores, and SLA compliance—and turns raw data into actionable dashboards and daily reports for operations teams and clients.

Key Duties & Responsibilities

• Create and maintain accurate daily, weekly, and monthly performance reports for operations and clients.

• Track key performance indicators (KPIs) such as SLA, CSAT, shrinkage, occupancy, and agent productivity.

• Spot trends, performance gaps, and operational anomalies to provide actionable insights to Operations Managers and Team Leads.

• Update operational dashboards and visual reporting tools (Excel, Power BI, Tableau).

• Provide quick, custom data pulls and analyses to support strategic or immediate operational decisions.

Qualifications & Requirements

• Bachelor’s degree or completed at least 2 years in college.

• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Analyst in a BPO/Call Center setup (Entry-level candidates with strong technical skills are also considered).

• Advanced proficiency in MS Excel / Google Sheets (Pivot tables, VLOOKUP/XLOOKUP, nested logic, conditional formatting, complex formulas).

• Basic-to-intermediate knowledge of SQL or data visualization tools (Power BI, Tableau) is a strong plus.

• Familiarity with BPO telephony tools (e.g., Avaya, Genesys, Five9, Cisco) and CRM systems.

• Strong numerical, analytical, and problem-solving abilities.

• High attention to detail and accuracy under tight shift deadlines.

• Amenable to working shifting schedules, night shifts, holidays, and weekends as required by client hours.