Reporting Analyst

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

Scholarship Program

Retirement Fund

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Reporting Analyst at the Pasig site to support contact centre operations with KPI reports and dashboards.

The role focuses on maintaining accurate data, proactive measurement, and delivering insights to drive improvements in performance and customer experience. The ideal candidate has 5 years of contact center experience, 2+ years in BPO reporting, strong Excel/VBA skills, and proficiency in Google Suite and data visualization tools.

Qualifications

• 5 years of contact center experience.
• 2+ years in BPO reporting.
• Proficiency with Google Suite applications.
• Expertise in MS Excel, VBA macros and charting principles.
• Knowledge of visualization tools such as Data Studio and Looker is a plus.

Responsibilities

• Create, maintain and ensure accuracy of daily, weekly and monthly reports.
• Provide initial analysis and variance analysis for reports.
• Verify data sources and formulas for plausibility.
• Consolidate information into actionable formats for leadership.
• Provide analytics to improve operational performance and decision making.

Skills

Google Suite

MS Excel

VBA Macro

Data visualization

Analytical thinking

Communication skills

Education

College degree in technical or business field

Tools

Data Studio

Looker

Excel VBA

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Reporting Analyst for our Transcom Pasig site!

Join our Transcom Family as a Reporting Analyst!

The Reporting Analyst is responsible for supporting the contact centre operations by providing operational KPI reports and dashboards. It is the responsibility of this role to maintain daily operational data are available and accessible. The position is expected to be proactive in setting up accurate measurement matrices and have deep knowledge of the contact centre software, supporting management in executing their business decisions, through their reports, with a high amount of precision and consistency.

Essential Duties & Responsibilities:

• Creation, maintenance and accuracy of all external, internal and ad hoc reports as required – Daily / Weekly / Monthly

• Creating all reports and initial analysis of variance;

• Verify the accuracy of sources and formulae;

• Verify reports in terms of plausibility;

• Consolidate information into a manageable format;

• Continuously monitors the accuracy and integrity of all data that is published in any report.

• Provide the business the analytics needed to improve operational performance

• Maintains consistent communication to enhance the support experience.

• Consistently demonstrates sound judgement.

• Work with business partners to develop and analyse business intelligence needs.

• Provide input to business requirements and functional specifications for the design and implementation of solution.

• Interface with business partners to identify and provides input to new technology opportunities that will have an impact on the enterprise-wide BI systems.

• Ensure proper configuration management and change controls are implemented for your sphere of influence.

• Provide support as required to ensure the availability and performance of developed reports and dashboards for both external and internal users.

• Provide technical assistance to his audience/s.

• Alerts managers, as appropriate, when issues arise.

• Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates
  

What we are looking for:

To be successful in this role you must…

Educational Background:

• Preferably college graduate of a technical or business course and from a reputable institution.

• Required Qualifications:

• Minimum of 5 years of Contact Center experience.

• At least 2 years related experience in BPO reporting.

• Proficiency with Google Suite applications.

• Expert on using MS Excel, VBA Macro and charting principles.

• Knowledge in visualization tools such as Data Studio and Looker is good to have but not required

• Performance tuning experience related to reporting queries required.

• Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external and customer teams.

• Requires strong analytical, conceptual and problem-solving abilities

• Ability to manage multiple priorities, and assess and adjust quickly to changing priorities.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.