Reports Analyst (Davao Onsite)

OfficePartners, 360 Inc.; Davao City; On-site; PHP 360,000 - 600,000; Full time

Job summary

OfficePartners, 360 Inc. is seeking a Reports Analyst to transform data into actionable insights within a fast-paced BPO environment in Davao City.

You will design and maintain scorecard dashboards, consolidate reports from multiple sources, and perform deep-dive analyses to guide performance improvements. The role requires strong Excel, Power BI/Tableau, SQL, and CRM experience, plus excellent communication and time-management skills.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Business Administration, IT, or related field.
• 1–2 years of reporting/data analysis experience in a BPO, contact center, or similar environment.
• Strong analytical and critical thinking skills.
• Excellent attention to detail, time management, and organizational abilities.
• Strong communication skills, both written and verbal.
• Advanced Excel skills: pivot tables, nested formulas, conditional formatting, dashboards.
• Experience with Power BI, Tableau, or Google Data Studio for dashboards.
• Basic to intermediate SQL querying.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and call center platforms (Genesys, Avaya, NICE, Five9).
• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence.

Responsibilities

• Design, build, and maintain performance scorecard dashboards used by operations, training, and quality teams.
• Gather, consolidate, and validate data from various sources such as CRM systems, dialers, QA tools, WFM platforms, and HR systems.
• Ensure timely and accurate generation of daily, weekly, and monthly reports.
• Conduct trend analysis, root cause analysis, and variance analysis to support business decisions.
• Collaborate with team leaders, QA, training, and workforce teams to align reporting with operational KPIs and business goals.
• Provide data-driven insights and recommendations to improve performance, efficiency, and service delivery.
• Ensure data integrity, consistency, and standardization across all reports and dashboards.
• Document reporting methodologies and create user guides or SOPs where necessary.
• Assist in automating recurring reports and identifying opportunities for process improvement through BI tools or scripting.

Skills

Analytical thinking

Attention to detail

Time management

Communication skills

Education

Bachelor's degree in Statistics/Mathematics/Business Administration/IT

Tools

Excel (Advanced)

Power BI

Tableau

Google Data Studio

SQL

CRM systems (Salesforce, Zendesk)

Job description

About the role

The Reports Analyst plays a critical role in transforming data into actionable insights to support performance monitoring and decision-making. This role is responsible for designing and maintaining scorecard dashboards, consolidating reports from multiple data sources, and performing deep-dive analyses to identify trends, variances, and opportunities for improvement in a fast-paced BPO call center environment.

Key responsibilities

• Design, build, and maintain performance scorecard dashboards used by operations, training, and quality teams.

• Gather, consolidate, and validate data from various sources such as CRM systems, dialers, QA tools, WFM platforms, and HR systems.

• Ensure timely and accurate generation of daily, weekly, and monthly reports.

• Conduct trend analysis, root cause analysis, and variance analysis to support business decisions.

• Collaborate with team leaders, QA, training, and workforce teams to align reporting with operational KPIs and business goals.

• Provide data-driven insights and recommendations to improve performance, efficiency, and service delivery.

• Ensure data integrity, consistency, and standardization across all reports and dashboards.

• Document reporting methodologies and create user guides or SOPs where necessary.

• Assist in automating recurring reports and identifying opportunities for process improvement through BI tools or scripting.

About you

• Bachelor's degree in Statistics, Mathematics, Business Administration, IT, or any related field.

• At least 1–2 years of reporting/data analysis experience in a BPO, contact center, or similar environment.

• Strong analytical and critical thinking skills.

• Excellent attention to detail, time management, and organizational abilities.

• Strong communication skills, both written and verbal.

• Working knowledge or experience with Microsoft Excel (Advanced) – pivot tables, nested formulas, conditional formatting, dashboards.

• Working knowledge or experience with Power BI, Tableau, or Google Data Studio for dashboard creation and data visualization.

• Working knowledge or experience with SQL – basic to intermediate querying for data extraction and manipulation.

• Working knowledge or experience with CRM systems (e.g., Salesforce, Zendesk) and call center platforms (e.g., Genesys, Avaya, NICE, Five9).

• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence, etc. is preferred.