Reporting Analyst (Onsite)

ALORICA TELESERVICES, INC.; Makati; On-site; PHP 480,000 - 720,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Reports Analyst to develop, automate, and maintain operational and executive reports that drive data‑driven decisions across the business.

You will partner with leaders, operations teams, and cross‑functional stakeholders to identify trends, measure KPIs, and deliver actionable insights, enabling improvements in performance and customer experience. Proficiency in Excel, Power BI, and Tableau is essential, along with strong communication and attention to

Qualifications

• Advanced proficiency in Microsoft Excel, including PivotTables, Power Query, and complex formulas.
• Experience with reporting and visualisation tools such as Power BI and Tableau.
• Strong analytical and problem-solving skills, with the ability to interpret complex data.
• Excellent written and verbal communication skills, with the ability to present findings to diverse audiences.
• Strong attention to detail and a commitment to data accuracy.
• Experience in a contact centre, customer experience, workforce management, or operations environment is preferred.
• Understanding of operational metrics such as AHT, CSAT, QA, NPS, Service Level, and FCR is preferred.
• Demonstrated capability in business acumen, reporting and visualisation, communication and storytelling, stakeholder management, process improvement, and time management.

Responsibilities

• Develop, automate, and maintain recurring operational, performance, and executive reports.
• Analyse large datasets to identify trends, risks, opportunities, and performance drivers.
• Create dashboards and visualisations using reporting tools such as Power BI, Tableau, or Excel.
• Monitor and report key business metrics, including productivity, quality, customer experience, service levels, and financial performance.
• Ensure data accuracy, integrity, and consistency across reporting outputs.
• Partner with business stakeholders to understand reporting requirements and provide analytical support.
• Perform root cause analysis to explain performance variances and recommend improvement opportunities.
• Prepare executive-level summaries and presentations highlighting key insights and recommendations.
• Support forecasting, capacity planning, and workforce optimisation initiatives.
• Identify opportunities to automate manual reporting processes and improve reporting efficiency.

Skills

Excel

Power BI

Tableau

Data analysis

Communication

Tools

Power Query

PivotTables

Excel

Job description

About the role

As a Reports Analyst, you will develop, maintain, and analyse operational and business performance reports that support data-driven decision-making. You will partner with business leaders, operations teams, and cross-functional stakeholders to deliver actionable insights, identify trends, measure key performance indicators, and help improve overall business performance.

Key responsibilities

• Develop, automate, and maintain recurring operational, performance, and executive reports.

• Analyse large datasets to identify trends, risks, opportunities, and performance drivers.

• Create dashboards and visualisations using reporting tools such as Power BI, Tableau, or Excel.

• Monitor and report key business metrics, including productivity, quality, customer experience, service levels, and financial performance.

• Ensure data accuracy, integrity, and consistency across reporting outputs.

• Partner with business stakeholders to understand reporting requirements and provide analytical support.

• Perform root cause analysis to explain performance variances and recommend improvement opportunities.

• Prepare executive-level summaries and presentations highlighting key insights and recommendations.

• Support forecasting, capacity planning, and workforce optimisation initiatives.

• Identify opportunities to automate manual reporting processes and improve reporting efficiency.

What we're looking for

• Advanced proficiency in Microsoft Excel, including PivotTables, Power Query, and complex formulas.

• Experience with reporting and visualisation tools such as Power BI and Tableau.

• Strong analytical and problem-solving skills, with the ability to interpret complex data.

• Excellent written and verbal communication skills, with the ability to present findings to diverse audiences.

• Strong attention to detail and a commitment to data accuracy.

• Experience in a contact centre, customer experience, workforce management, or operations environment is preferred.

• Understanding of operational metrics such as AHT, CSAT, QA, NPS, Service Level, and FCR is preferred.

• Demonstrated capability in business acumen, reporting and visualisation, communication and storytelling, stakeholder management, process improvement, and time management.