Reports Analyst

Maxicare Healthcare Corporation; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

Maxicare Healthcare Corporation in Metro Manila seeks a Reports Analyst to join the Operations Support team. You will compile, analyze, and deliver performance metrics, transforming raw contact center data into insights that help leadership optimize workforce management and improve customer experience.

You will build reports and dashboards tracking KPIs such as Service Level, AHT, Shrinkage, and Abandonment, collaborate with WFM planning and real-time teams, ensure data integrity, and provide

Qualifications

• 2+ years of experience as Reports Analyst or Data Analyst in a contact center or BPO environment.
• Proficiency in MS Excel and Google Sheets; Power BI experience is a plus.
• Experience extracting data from contact center platforms (Genesys, NICE, Salesforce).
• Strong analytical thinking with ability to present insights clearly to non-technical stakeholders.
• Excellent verbal and written communication skills.

Responsibilities

• Design, build, and automate daily, weekly, and monthly performance reports and dashboards.
• Analyze operational trends to identify gaps and provide actionable commentary.
• Respond to ad-hoc data requests from Operations, QA, and Client Services teams.
• Audit data sources, clean data sets, and troubleshoot reporting discrepancies.
• Collaborate with WFM Capacity Planners and real-time analysts to align reports with intraday performance.

Skills

Data Analysis

Excel & Sheets

Power BI

KPIs & Reporting

Communication

Tools

Genesys

NICE

Salesforce

Job description

Job Title: Reports Analyst

Department: Operations - Workforce Management (WFM)

Reports To: Workforce Management Manager

Employment Type: Full-time

Position Overview

We are seeking a data-driven and detail-oriented Reports Analyst to join our Operations Support team. In this role, you will be the backbone of our data infrastructure, responsible for compiling, analyzing, and delivering critical performance metrics. You will transform raw contact center data into actionable insights, helping leadership optimize workforce management, improve agent productivity, and enhance the overall customer experience.

Key Responsibilities

• Report Generation & Delivery: Design, build, and automate daily, weekly, and monthly performance reports (dashboards) tracking KPIs such as Service Level, AHT (Average Handle Time), Shrinkage, and Abandonment Rate.
• Data Analysis & Insights: Analyze operational trends to identify performance gaps, anomalies, or areas for improvement, providing commentary that explains the why behind the numbers.
• Ad-Hoc Reporting: Respond quickly to urgent data requests from Operations, Quality Assurance, and Client Services teams.
• Database Maintenance: Ensure data integrity by routinely auditing data sources, cleaning data sets, and troubleshooting reporting discrepancies.
• Cross-Functional Collaboration: Partner with Workforce Management (WFM) Capacity Planners and real-time analysts to align reporting with intraday performance and forecasting.

Required Qualifications & Skills

• Experience: 2+ years of experience as a Reports Analyst, Data Analyst, or WFM Specialist specifically within a contact center or BPO environment (highly preferred).
• Technical Proficiency:
  • Advanced MS Excel / Google Sheets skills (VLOOKUP/XLOOKUP, Pivot Tables, complex formulas, and macro/VBA knowledge is a plus).
  • Experience with Power BI is an advantage
• Platform Familiarity: Experience extracting data from contact center platforms (e.g., Genesys, NICE, or Salesforce).
• Analytical Thinking: Ability to synthesize large amounts of data into clear, concise, and visually appealing summaries.
• Communication: Strong verbal and written communication skills to explain technical data concepts to non-technical stakeholders.

Key Performance Indicators (KPIs) for the Role

Your Success In This Role Will Be Measured By

• Accuracy: Maintaining a near-zero error rate in published reports.
• Timeliness: Delivering scheduled reports consistently on or before deadlines.
• Actionability: Providing insights that directly contribute to operational efficiency or cost reduction.