Reports & Real-Time Operations Analyst

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

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.