WFM Performance Reports Analyst

Maxicare; Makati; In loco; PHP 670.000 - 1.116.000; Tempo pieno

Descrizione del lavoro

Maxicare is seeking a Reports Analyst to join the Operations Support team. You will compile, analyze, and deliver critical performance metrics from contact center data, transforming raw information into actionable insights for workforce management and customer experience.

The role emphasizes dashboard development, data integrity, and cross-functional collaboration with WFM capacity planners and real-time analysts to optimize performance.

Competenze

• 2+ years of experience as a Reports Analyst, Data Analyst, or WFM Specialist in a contact center/BPO environment.
• Advanced MS Excel and Google Sheets skills including VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas; macro/VBA is a plus.
• Experience with Power BI is an advantage.
• Familiarity with extracting data from contact center platforms like Genesys, NICE, or Salesforce.
• Strong analytical thinking and ability to present data clearly to non-technical stakeholders.

Mansioni

• Design, build, and automate daily, weekly, and monthly reports and dashboards tracking KPIs such as Service Level, AHT, Shrinkage, and Abandonment Rate.
• Analyze operational data to identify performance gaps and provide actionable insights.
• Handle ad-hoc data requests from Operations, QA, and Client Services teams.
• Audit data sources, cleanse datasets, and troubleshoot reporting discrepancies.
• Collaborate with WFM Capacity Planners and real-time analysts to align reporting with intraday performance and forecasting.

Conoscenze

Advanced MS Excel

Google Sheets

Pivot Tables

VLOOKUP / XLOOKUP

Macros / VBA

Strumenti

Genesys

NICE

Salesforce

Descrizione del lavoro

Maxicare is seeking a Reports Analyst to join the Operations Support team. You will compile, analyze, and deliver critical performance metrics from contact center data, transforming raw information into actionable insights for workforce management and customer experience.

The role emphasizes dashboard development, data integrity, and cross-functional collaboration with WFM capacity planners and real-time analysts to optimize performance.