Service Delivery Reporting Supervisor

Valor Global; Biñan; On-site; PHP 391,000 - 614,000; Full time

Job summary

Valor Global is seeking a detail-oriented Reports Analyst to generate and refine KPI reports (AHT, CSAT, SLA, Shrinkage, Attrition) daily, weekly, and monthly. You will maintain dashboards, build templates, and automate reporting tools while collaborating with Operations, QA, and WFM to deliver ad-hoc reports as requested.

The role requires 1–2 years in a BPO setting, strong Excel (and Python/SQL) skills, and experience with Power BI/Tableau. Night shifts and weekend coverage may be required.

Qualifications

• Bachelor's degree in IT, CS, Statistics, BA, or related field.
• 1–2 years as Reports Analyst, Data Analyst, or WFM Specialist in a BPO/Call Center.
• Advanced Excel skills: nested formulas, Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA.
• Experience with Python and SQL.
• Familiarity with Power BI and Tableau; PowerApps automation.
• Experience with BPO data systems: Avaya, Genesys, CMS, Five9.
• Strong attention to detail and problem-solving to interpret data patterns.
• Ability to explain complex data to non-technical leaders.
• Willingness to work shifting schedules, night shifts, weekends, holidays.

Responsibilities

• Extract, compile, and generate daily, weekly, and monthly operational KPI reports (e.g., AHT, CSAT, SLA, Shrinkage, Attrition).
• Maintain and update internal reporting dashboards, tracker templates, and automated reporting tools.
• Analyze performance trends, highlight operational gaps, and flag anomalies or inconsistencies in reporting data.
• Collaborate with Operations, Quality Assurance, and Workforce Management teams to provide custom or ad-hoc reports as needed.
• Ensure 100% accuracy, consistency, and timely submission of all client and internal deliverables.

Education

Bachelor's degree in Information Technology, Computer Science, Statistics, Business Administration, or a related field

Tools

Microsoft Excel

Python

SQL

Power BI

Tableau

PowerApps

Avaya

Genesys

CMS

Five9

Job description

• Extract, compile, and generate daily, weekly, and monthly operational KPI reports (e.g., AHT, CSAT, SLA, Shrinkage, Attrition).
• Maintain and update internal reporting dashboards, tracker templates, and automated reporting tools.
• Analyze performance trends, highlight operational gaps, and flag anomalies or inconsistencies in reporting data.
• Collaborate with Operations, Quality Assurance, and Workforce Management teams to provide custom or ad-hoc reports as needed.
• Ensure 100% accuracy, consistency, and timely submission of all client and internal deliverables.

Key Qualifications

• Bachelor's degree in Information Technology, Computer Science, Statistics, Business Administration, or a related field (or equivalent work experience).
• 1-2 years of experience as a Reports Analyst, Data Analyst, or Workforce Management (WFM) Specialist within a BPO/Call Center environment.
• Technical Skills:
• Advanced proficiency in Microsoft Excel (nested formulas, Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA).
• Experience in using Python and SQL
• Familiarity with Data Visualization tools (e.g., Power BI, Tableau) and PowerApps automation.
• Ability to teach, mentor, and develop analysts.
• Experience handling BPO data systems (e.g., Avaya, Genesys, CMS, Five9).
• Strong attention to detail with solid problem-solving skills to interpret data patterns.
• Ability to explain complex data clearly to non-technical operational leaders.
• Willingness to work shifting schedules, night shifts (graveyard), weekends, and holidays as required by operations.