Reports Analyst

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

InteLogix is a leading provider of integrated solutions, leveraging technology to deliver exceptional customer experiences. We unify data from multiple systems to provide accurate, timely reports and insights that drive strategic decisions.

The role focuses on building and automating WFM reports, enhancing data storytelling, and enabling leadership with reliable analytics. Strong Excel, SQL and BI skills are essential to success.

Qualifications

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Responsibilities

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Skills

Data analysis

Reporting

Analytical thinking

Storytelling with data

Automation mindset

Tools

SQL

Power BI

Tableau

Advanced Excel

Job description

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Required Qualifications & Experience

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Technical Skills & Tools

• Advanced Excel (pivot tables, complex formulas).
• SQL and BI tools (Power BI / Tableau) strongly preferred; WFM and ACD reporting.

Key Competencies

• Analytical thinking
• Data accuracy
• Storytelling with data
• Automation mindset
• Attention to detail.

Success Metrics (KPIs)

• Report accuracy & timeliness
• Degree of automation
• Quality of insight
• Stakeholder satisfaction.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.