Reporting Analyst

Coca-Cola Europacific Partners; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Coca-Cola Europacific Partners (CCEP) is hiring a Reporting Analyst in Taguig, Philippines, onsite. You will develop and deliver enterprise dashboards, standardized reports, and ad hoc analysis for senior leadership using Power BI, Salesforce, and other tools.

You will extract insights to improve customer experience, drive process improvements, and support informed decision-making across contact channels such as Email, Chat, Phone, and Salesforce case management.

Qualifications

• Bachelor’s degree or equivalent in Information Systems, Finance, Business Studies or related discipline.
• 3-7 years of experience in a contact centre environment.
• Proven ability to manage reporting processes, data quality and reporting tools.

Responsibilities

• Develop and deliver enterprise dashboards, standardized reports, and ad hoc reporting for senior leadership using Power BI.
• Provide analytical insights to enhance customer experience and identify process improvements.
• Deliver management reports, analysis, insights, and recommendations to support informed business decisions.
• Create and maintain Salesforce reports to identify customer trends and drive improvements.
• Report on service levels across Email, Chat, Phone, and Salesforce case management.
• Produce detailed First Contact Resolution (FCR) reports and provide improvement recommendations.
• Manage contact center reporting including call detail records and agent performance metrics.
• Develop and implement data collection systems to optimize data quality and efficiency.
• Interpret data and analyze results using statistical techniques.
• Identify trends and KPIs within complex datasets and report them.

Skills

Power BI

Excel

SAP Analysis for Office

Alteryx

Tableau

Business Objects

Education

Bachelor’s degree in Information Systems/ Finance / Business Studies/ Management

Tools

Power BI

Salesforce

Excel

Alteryx

Tableau

Business Objects

Job description

Job Description:

REPORTING ANALYST

Location : Taguig, Philippines

Setup : Onsite

Employment Type: Full Time

AT COCA-COLA EUROPACIFIC PARTNERS

At Coca-Cola Europacific Partners (CCEP), you always know you’re part of something special and iconic. We are the faces that make, move and sell some the world’s most loved brands. We are a global business and one of the leading consumer goods companies in the world.

We are successful because we are passionate, hard-working and committed to our products, our customers and each other. We help our customers grow, and are constantly investing in exciting new products, innovative technologies and fresh ideas that helps us to delight millions of people who enjoy our drinks every day. CCEP is a place where people can grow, be happy and be well in a safe, open and inclusive workplace.

We are international in presence but local at heart-we firmly invested in our local economies and the communities we love; because beyond delivering results for customers and shareholders, we are determined to build a better future for people and the planet.

Career Experience

Education Background

• Min. bachelor degree from Information Systems/ Finance / Business Studies/ Management or any related disciplines

Professional Experience

• 3-7 years of working experience in a contact centre environment

Qualifications / Certifications

• Proven track record of managing reporting processes, data quality, and reporting tools (Excel, SAP Analysis for Office, Alteryx, BI Tools - Power BI, Tableau, Business Objects)
• Strong analytical and problem-solving skills with commercial curiosity and the ability to translate data into insights.
• Excellent stakeholder management, communication, and collaboration skills.
• Demonstrated ability to balance BAU delivery with new demand, projects, and process improvements.

Behavioral Competencies

• Strong analytical skills
• Customer-oriented mindset
• Excellent communication skills
• Ability to lead others, guiding and motivating team members to achieve objectives.
• Conflict management skills to resolve disagreements constructively and maintain positive working relationships.
• Can-do attitude with proactivity, ownership, and willingness to take on challenges.
• Structured and organized,
• Adaptable and flexible

YOUR ROLE

• Developing and delivering enterprise dashboards, standardized reports, and ad hoc reporting for senior leadership using Power BI.
• Providing analytical insights that enhance customer experience and identify business process improvement opportunities.
• Delivering management reports, analysis, insights, and recommendations to support informed business decision-making.
• Creating and maintaining Salesforce reports to identify customer trends and drive process improvement initiatives.
• Reporting on service levels across Email, Chat, Phone, and Salesforce case management channels.
• Producing detailed First Contact Resolution (FCR) reports and providing recommendations for performance improvement.
• Managing contact center reporting, including call detail records, agent activity reports, agent status reports, abandoned calls, and call direction metrics.
• Developing and implementing data collection systems and strategies to optimize statistical efficiency and data quality.
• Interpreting data and analyzing results using statistical techniques.
• Identifying, analyzing, and interpreting trends and patterns related to key performance indicators (KPIs) within complex datasets.
• Incorporating data analysis into recurring reports and business performance reviews.

Requirements