Reporting Analyst

INTELEGENCIA BPO LLC CORP.; Pasig; Vor Ort; PHP 420.000 - 680.000; Vollzeit

Zusammenfassung

INTELEGENCIA BPO LLC CORP. is seeking a detail-oriented Reporting Analyst to support Workforce Management and Operations. You will collect, validate, and analyze data from multiple sources, and develop daily, weekly, and monthly reports and dashboards to drive business decisions.

The role requires 3+ years of WFM or related experience, proficiency in Excel, and familiarity with Power BI or Tableau. You will collaborate with WFM, Operations, Finance, and HR to optimize staffing and reporting

Qualifikationen

• Minimum 3 years in Workforce Management, Reporting, or related field.
• Strong analytical and problem-solving abilities with attention to detail.
• Proficient in Excel and handling large datasets; able to work with databases.
• Experience with data visualization tools like Power BI or Tableau is advantageous.

Aufgaben

• Collect, consolidate, validate, and analyze workforce and operational data from multiple sources.
• Develop and maintain daily, weekly, and monthly reports and dashboards.
• Prepare ad-hoc reports based on business requirements.
• Monitor KPIs such as AHT, SL, Occupancy, Shrinkage, Attrition, Attendance, Schedule Adherence, and Staffing Levels.
• Analyze workforce trends, identify performance gaps, and conduct Root Cause Analysis (RCA).
• Develop staffing schedules and provide workforce-related recommendations.
• Identify opportunities to improve utilization and reduce costs.
• Create automated reporting solutions to improve accuracy.
• Provide timely insights to WFM, Operations, and leadership.

Kenntnisse

WFM experience

Excel

Data analysis

SQL

Power BI

Tableau

Tools

Power BI

Tableau

Jobbeschreibung

Are you passionate about data, analytics, and turning numbers into meaningful business insights?

We are looking for 3 detail-oriented and analytical Reporting Analysts to join our team! In this role, you will play an important part in supporting Workforce Management (WFM) and Operations by providing accurate reports, analyzing performance trends, and identifying opportunities to improve workforce efficiency and overall business performance.

If you enjoy working with data, solving problems, and developing smarter reporting solutions, this opportunity is for you!

Key Responsibilities

• Collect, consolidate, validate, and analyze workforce and operational data from multiple sources.

• Develop and maintain daily, weekly, and monthly reports and dashboards.

• Prepare ad-hoc reports based on business and operational requirements.

• Monitor and analyze key performance indicators (KPIs), including:

  • Average Handle Time (AHT)

  • Service Level (SL)

  • Occupancy

  • Shrinkage

  • Attrition

  • Attendance

  • Schedule Adherence

  • Staffing Levels

• Analyze workforce trends, identify performance gaps, and conduct Root Cause Analysis (RCA).

• Monitor attendance, attrition, and shrinkage trends and assess their impact on staffing and service levels.

• Develop staffing schedules and provide workforce-related recommendations.

• Identify opportunities to improve workforce utilization, reduce operational costs, and enhance customer experience.

• Create and implement automated reporting solutions to improve accuracy and reduce manual work.

• Provide timely insights and recommendations to WFM, Operations, and business leadership.

• Investigate and respond to service level fluctuations and other operational performance concerns.

Qualifications and Requirements

• At least 3 years of experience in Workforce Management (WFM), Reporting, or a related field.

• Strong understanding of Workforce Management concepts, tools, and methodologies.

• Proficient in Microsoft Office applications, particularly Excel.

• Experience working with databases and handling large datasets.

• Knowledge of reporting and data visualization tools such as Power BI, Tableau, or similar platforms is an advantage.

• Strong analytical, problem-solving, and Root Cause Analysis skills.

• Ability to identify data trends, inconsistencies, and performance gaps.

• Knowledge of relevant regulatory requirements is an advantage.

• WFM-related certifications are an added advantage.

What We’re Looking For

The ideal candidate is someone who is:

• Detail-oriented and committed to delivering accurate reports.

• Analytical, resourceful, and proactive in identifying solutions.

• Adaptable to changing business needs and priorities.

• Willing to learn new tools, systems, and technologies.

• Comfortable handling large datasets and repetitive reporting tasks.

• Able to work collaboratively with WFM, Operations, Finance, HR, and other departments.

• Passionate about improving processes through data analysis and automation.