Reports Analyst and RTA Specialist | Cebu or Davao (Onsite)

Ethos Support Co.; Cebu City; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Flexible work options

Competitive compensation

Career development

Job summary

Ethos Support Co. is seeking a Reports Analyst and RTA Specialist to transform operational data into accurate reporting while safeguarding service levels through real-time workforce decisions. You will manage recurring and ad hoc reports, data validation, dashboards, and incident analysis to support client operations.

The role requires strong Excel-like data skills, experience with BI tools, and the ability to balance detailed analysis with time-sensitive decisions across multiple stakeholders.

Qualifications

• At least 2 years of experience in reporting, workforce management, real time analysis, business intelligence, or contact center operations.
• Strong written and verbal communication skills, including the ability to explain complex findings in plain language.
• Ability to manage recurring deadlines and urgent operational needs without losing accuracy.
• High integrity, reliability, and willingness to challenge inaccurate assumptions or unsupported conclusions.

Responsibilities

• Produce accurate daily, weekly, monthly, and ad hoc reports for internal teams and client stakeholders.
• Build, maintain, and improve dashboards, reporting templates, trackers, and automated reporting workflows.
• Validate source data, formulas, filters, time zones, employee mappings, queue assignments, and metric definitions before distributing reports.
• Reconcile discrepancies across workforce, ticketing, customer relationship management, quality, payroll, and client data sources.
• Analyze service levels, volume, backlog, productivity, utilization, shrinkage, attendance, schedule adherence, nonproductive time, and overtime.
• Identify trends, anomalies, risks, and root causes, then explain findings clearly and recommend practical action.
• Maintain reporting documentation, data dictionaries, calculation logic, change logs, and quality control procedures.
• Monitor queues, staffing, volume, backlog, service level, and adherence in real time during assigned coverage periods.
• Take timely intraday actions within guardrails, including break or activity adjustments, skill changes, and escalation of staffing risks.
• Document real time decisions, actions, outcomes, and handovers so the next shift and leadership have a complete record.
• Partner with Operations, Client Services, Finance, Training, Quality, Human Resources, and Workforce Management to ensure reporting is consistent and decision ready.
• Support forecasting, capacity planning, scheduling, client business reviews, incident analysis, and post event reviews as assigned.

Skills

Analytical thinking

Attention to detail

Time management

Communication skills

Decision making under pressure

Cross-functional collaboration

Tools

Power BI

Power Query

SQL

Google Sheets

Job description

Reports Analyst and RTA Specialist | Cebu or Davao (Onsite)

Job Summary

The Reports Analyst and RTA Specialist is a cross functional role responsible for transforming operational data into accurate, actionable reporting while also protecting service levels through real time workforce decisions. The position combines recurring and ad hoc reporting, data validation, dashboard maintenance, trend analysis, queue monitoring, schedule adherence, and intraday action.This role is designed for someone who can move confidently between detailed analytical work and time sensitive operational decisions. The successful candidate will understand how data definitions, staffing decisions, and real time actions affect employees, clients, and customer outcomes.

Key Responsibilities

• Produce accurate daily, weekly, monthly, and ad hoc reports for internal teams and client stakeholders.
• Build, maintain, and improve dashboards, reporting templates, trackers, and automated reporting workflows.
• Validate source data, formulas, filters, time zones, employee mappings, queue assignments, and metric definitions before distributing reports.
• Reconcile discrepancies across workforce, ticketing, customer relationship management, quality, payroll, and client data sources.
• Analyze service levels, volume, backlog, productivity, utilization, shrinkage, attendance, schedule adherence, nonproductive time, and overtime.
• Identify trends, anomalies, risks, and root causes, then explain findings clearly and recommend practical action.
• Maintain reporting documentation, data dictionaries, calculation logic, change logs, and quality control procedures.
• Monitor queues, staffing, volume, backlog, service level, and adherence in real time during assigned coverage periods.
• Take timely intraday actions within established guardrails, including break or activity adjustments, skill changes, and escalation of staffing risks.
• Document real time decisions, actions, outcomes, and handovers so the next shift and leadership have a complete record.
• Partner with Operations, Client Services, Finance, Training, Quality, Human Resources, and Workforce Management to ensure reporting is consistent and decision ready.
• Support forecasting, capacity planning, scheduling, client business reviews, incident analysis, and post event reviews as assigned.

Required Qualifications

• At least 2 years of experience in reporting, workforce management, real time analysis, business intelligence, or contact center operations.
• Advanced Microsoft Excel skills, including formulas, pivot tables, lookups, conditional logic, data validation, and data cleanup.
• Working knowledge of service level, occupancy, utilization, shrinkage, schedule adherence, productivity, and other contact center measures.
• Strong attention to detail and a demonstrated ability to validate data before reporting or acting on it.
• Ability to interpret incomplete or conflicting information, ask the right questions, and make sound decisions under time pressure.
• Strong written and verbal communication skills, including the ability to explain complex findings in plain language.
• Ability to manage recurring deadlines and urgent operational needs without losing accuracy.
• High integrity, reliability, and willingness to challenge inaccurate assumptions or unsupported conclusions.

Desired Qualifications

• Experience with Power BI, Power Query, SQL, Google Sheets, or similar reporting and visualization tools.
• Experience working with WFM platforms, contact center systems, ticketing tools, and client dashboards.
• Experience supporting multiple clients, queues, channels, or programs in a BPO environment.
• Experience automating recurring reports or developing data quality controls.
• Ability to conduct root cause analysis and present recommendations to leadership or clients.

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.Our comprehensive approach includes taking charge of our clients' new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients' CX operations and provide superior support to their customers.We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.

Why Work with Us?

• Flexible remote work options.
• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.