Reporting Analyst (Alabang)

Concentrix Philippines; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Reporting Specialist/Analyst for its offshore analytics team to design and maintain reporting frameworks, dashboards, and data visualisations that provide timely visibility of call centre performance for Australian clients.

The role requires 3–5 years in reporting or BI, with strong Power BI and SQL skills; experience in R or Python is a plus. You will work with Data Analysts and Consultants to deliver actionable insights and drive operational excellence.

Qualifications

• 3–5 years of experience in a reporting, data visualisation, or BI role, preferably in a BPO or call centre setting.
• Proficiency in Power BI and SQL is required.
• R or Python experience for handling large datasets is preferred.
• Solid knowledge of call centre metrics and SLA reporting frameworks.
• Collaborative mindset and ability to work in teams with data analysts and consultants.

Responsibilities

• Design, develop, and maintain Power BI dashboards and reporting frameworks for call centre performance.
• Deliver SLA and operational reporting with timely, accurate visibility for internal teams.
• Support customer journey mapping using operational and performance data.
• Create interactive data visualisations that clearly communicate complex metrics.
• Source, prepare, and analyse large datasets with scalable tools and processes.
• Maintain knowledge of AHT, FCR, CSAT, NPS, and abandonment rate.
• Collaborate with Data Analysts, Data Scientists, and Consultants to align outputs with client objectives.

Skills

Power BI

SQL

R/Python

Call center metrics

Team collaboration

Tools

Tableau

Shiny

Dash

Amazon Connect

Genesys Cloud CX

Job description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Reporting Specialist/Analyst within Concentrix ANZ's offshore analytics team, will be responsible for designing and maintaining reporting frameworks, dashboards, and data visualisations that provide operational teams with timely, accurate visibility of call centre performance and service delivery outcomes for Australian clients.

Key Responsibilities

• Design, develop, and maintain Power BI dashboards and reporting frameworks that track and communicate call centre operational performance


• Deliver periodic Service-Level Agreement (SLA) and operational reporting that provides accurate, timely, and actionable visibility to internal operational teams


• Support the development of customer journey maps grounded in operational and performance data


• Build interactive and visually compelling data visualisations that communicate complex operational metrics clearly and efficiently


• Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability


• Maintain a strong working knowledge of call centre operational metrics including AHT, FCR, CSAT, NPS, and abandonment rate


• Collaborate with Data Analysts, Data Scientists, and Consultants to align reporting outputs with broader analytical and client objectives

What We Are Looking For

• 3-5 years of experience in a reporting, data visualisation, or business intelligence role, preferably within a BPO or call centre environment


• Proficiency in Power BI and SQL


• Proficiency in R (preferred) or Python for handling large datasets


• Solid working knowledge of call centre operational metrics and SLA reporting frameworks


• Collaborative and ability to work in a team environment


• Strong data visualisation skills with the ability to translate complex data into clear, accessible reporting outputs


• Experience in operational and SLA reporting within a fast-paced delivery environment

Advantageous But Not Essential

• Experience with Tableau or other BI and visualisation tools.


• Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX


• Experience with open-source interactive tools such as Shiny (preferred) or Dash

Work Setup

• Willing to work fulltime onsite in Alabang


• Willing to work dayshift schedule