WFM Reporting Analyst: Data Insights & Dashboards

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

InteLogix is a leading provider of integrated solutions, leveraging technology to deliver exceptional customer experiences. We unify data from multiple systems to provide accurate, timely reports and insights that drive strategic decisions.

The role focuses on building and automating WFM reports, enhancing data storytelling, and enabling leadership with reliable analytics. Strong Excel, SQL and BI skills are essential to success.

Qualifications

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Responsibilities

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Skills

Data analysis

Reporting

Analytical thinking

Storytelling with data

Automation mindset

Tools

SQL

Power BI

Tableau

Advanced Excel

Job description

InteLogix is a leading provider of integrated solutions, leveraging technology to deliver exceptional customer experiences. We unify data from multiple systems to provide accurate, timely reports and insights that drive strategic decisions.

The role focuses on building and automating WFM reports, enhancing data storytelling, and enabling leadership with reliable analytics. Strong Excel, SQL and BI skills are essential to success.