Reporting Analyst

IntouchCX; San Juan; In loco; PHP 800.000 - 1.100.000; Tempo pieno

Descrizione del lavoro

IntouchCX is seeking a sharp Reporting Analyst to transform raw data into strategic dashboards for our contact center operations. You will own multi-client dashboards in Looker Studio, surface anomalies early, and partner with Operations Leaders on weekly, monthly, and quarterly reviews.

You bring 2+ years in BI/analytics, fluent English, and a hands‑on approach to data exploration, SQL basics, and data quality.

Competenze

• 2+ years of hands‑on experience as a Reporting Analyst, BI Analyst, or Operations Data Analyst, ideally within a BPO or customer care environment.
• Advanced proficiency in Looker Studio (Google Data Studio) for designing interactive, digestible dashboards.
• Deep understanding of core contact center metrics, SLA frameworks, and operational workforce dynamics.
• Hands‑on experience with large datasets and querying (BigQuery/SQL); basic Python a plus.
• Excellent written and spoken English with ability to translate data insights for North American stakeholders.
• Strong attention to detail and time management under tight reporting windows.

Mansioni

• Dashboard Engineering & Maintenance: Build, validate, and maintain automated dashboards in Looker Studio with reliable data refreshes.
• Metric Monitoring & Anomaly Detection: Track KPIs and alert leadership to performance drifts and risks.
• Business Review Architecture: Deliver WBRs/MBRs/QBRs with data‑backed context.
• Root‑Cause Investigation: Translate ad‑hoc inquiries into structured analyses.
• Data Quality & Validation: Perform data hygiene checks and document reporting logic.
• Process Standardization & Continuous Improvement: Automate outputs and standardize templates.

Conoscenze

English communication

Attention to detail

Time management

Storytelling

Data exploration

Strumenti

Looker Studio

BigQuery

SQL

Python

Descrizione del lavoro

Turn Complex Operational Data into Strategic Decisions.

Are you energized by connecting raw numbers to meaningful business stories? Do you enjoy building sleek, intuitive dashboards that frontline managers and executive leaders rely on every day?

We are looking for a sharp, proactive Reporting Analyst to power our contact center operations. In this role, you will be the analytical backbone across multi-client accounts—owning operational dashboards, surfacing performance anomalies before they escal… and partnering directly with Operations Leaders to build high-stakes Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).

If you are a self-starter skilled in Looker Studio, curious about root-cause problem solving, and excited to influence operational strategy in a fast-paced BPO environment, we’d love to speak with you.

What You’ll Do

• Dashboard Engineering & Maintenance: Build, validate, and maintain automated, user-friendly operational dashboards in Looker Studio, ensuring seamless data refreshes and 100% reporting reliability.

• Metric Monitoring & Anomaly Detection: Track real-time and historical contact center KPIs (e.g., AHT, CSAT, FCR, SLA, Shrinkage, Adherence), proactively alerting leadership to performance drifts and emerging operational risks.

• Business Review Architecture: Partner with Operations Managers to assemble and deliver data-backed Weekly, Monthly, and Quarterly Business Reviews (WBRs, MBRs, QBRs), connecting performance variance to clear business context.

• Root-Cause Investigation: Translate ad-hoc operational inquiries into structured diagnostic analyses, pinpointing the why behind metric dips or volume spikes.

• Data Quality & Validation: Perform systematic data hygiene checks, audit discrepancies, resolve pipeline glitches, and maintain comprehensive documentation for reporting definitions and business logic.

• Process Standardization & Continuous Improvement: Identify repetitive reporting workflows and collaborate with leadership to automate outputs, cut down turnaround times, and standardize cross-program templates.

What You Bring

• Relevant Experience: 2+ years of hands‑on experience as a Reporting Analyst, BI Analyst, or Operations Data Analyst, ideally within a BPO or customer care environment.

• Visualization Mastery: Advanced proficiency in Looker Studio (Google Data Studio) for designing interactive, digestible executive and operational dashboards.

• Contact Center Literacy: Deep understanding of core contact center metrics, SLA frameworks, and operational workforce dynamics.

• Data Exploration Skills: Hands‑on experience working with large datasets (preferably via Google BigQuery or spreadsheet‑based data models). Basic SQL proficiency for querying, filtering, and data validation is a strong plus.

• Communication & Storytelling: Fluent verbal and written English communication skills, with a proven ability to translate complex data insights into non‑technical recommendations for North American stakeholders.

• Ownership & Precision: High attention to detail, strong time‑management skills under tight reporting windows, and an analytical mindset that naturally asks “why?”

Nice‑to‑Haves

• Prior exposure to automated reporting pipelines, ETL workflows, or workflow automation tools.

• Experience with Python or advanced data modeling in BigQuery/SQL.

• Familiarity with telephony and ticketing data extracts (e.g., Zendesk, Salesforce Service Cloud, Genesys, Nice InContact).

Why Join Us?

• Real Strategic Visibility: Your reports don't gather digital dust—they directly guide executive decisions and operational strategy.

• Tech Modernization: Work in modern data environments featuring Google Cloud Platform, BigQuery, and Looker Studio.

• Career Growth: Expand your career path into Senior Business Intelligence, Operations Analytics, or Analytics Leadership.

• Competitive Package: Comprehensive health and wellness coverage, performance incentives, paid time off, and continuous skill‑development opportunities.