Service Delivery Reporting Supervisor

Hammerjack Pty Ltd; Philippines; On-site; PHP 320,000 - 520,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Reports Analyst to extract, compile, and generate KPI reports (AHT, CSAT, SLA, Shrinkage, Attrition) daily, weekly, and monthly. You will maintain dashboards and offer ad-hoc reports in collaboration with Operations, QA, and WFM teams.

The role requires 1–2 years in a BPO/Call Center, strong Excel skills, and familiarity with Python, SQL, and BI tools. Night shifts and weekends may be required in operations.

Qualifications

• Bachelor's degree in IT, CS, Statistics, Business Admin, or related field, or equivalent work experience.
• 1-2 years of experience as Reports Analyst, Data Analyst, or WFM Specialist in a BPO/Call Center.
• Advanced Excel features: Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA.
• Experience with Python and SQL; familiarity with Power BI, Tableau, and PowerApps.
• Experience with BPO data systems (Avaya, Genesys, CMS, Five9).

Responsibilities

• Extract, compile, and generate KPI reports (AHT, CSAT, SLA, Shrinkage, Attrition) daily/weekly/monthly.
• Maintain and update internal reporting dashboards, trackers, and automated tools.
• Analyze performance trends, identify gaps, and flag anomalies in data.
• Collaborate with Operations, QA, and WFM for ad-hoc reports as needed.
• Ensure 100% accuracy and timely submission of client and internal deliverables.

Skills

Data analysis

Advanced Excel

Problem solving

Communication

Mentor analysts

Reporting

Education

Bachelor's degree in IT/CS/Statistics/Business Admin or related field

Tools

Microsoft Excel

Power BI

Tableau

PowerApps

Python

SQL

Avaya

Genesys

CMS

Five9

Job description

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.