Workforce Reporting Analyst

Probe CX; Quezon City; On-site; PHP 350,000 - 650,000; Full time

Job summary

Probe CX in Metro Manila is seeking an Operations Reporting Analyst to consolidate, analyze, and present key operational data that drives performance management and strategic decision-making.

The role requires expertise in reporting, data visualization, and analytics, ensuring stakeholders have accurate, timely, and actionable insights on performance metrics, client deliverables, and operational KPIs.

Qualifications

• 1–3 years of reporting or data analytics experience in a BPO or Shared Services environment.
• Must be amenable to work in Eastwood, Quezon City.

Responsibilities

• Reporting & Dashboard Management
• Develop, maintain, and automate daily, weekly, and monthly operations performance reports.
• Build dashboards to track KPIs such as productivity, utilization, revenue, attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.
• Consolidate data across multiple sources (ACD, CRM, WFM, HRIS, Finance).
• Analysis & Insights
• Perform variance and root cause analysis on operational performance trends.
• Highlight risks and opportunities in service delivery and recommend action plans.
• Support leadership in business reviews (internal and client-facing) with data-backed insights.
• Data Governance & Accuracy
• Ensure accuracy and consistency of reporting outputs.
• Standardize reporting templates across accounts, programs, or regions.
• Document data sources, definitions, and reporting processes.
• Collaboration & Support
• Work with Operations Managers, Workforce Management, and Quality teams to align on performance metrics.
• Provide ad-hoc analysis and reporting for business improvement initiatives.
• Assist in automation and process efficiency projects (e.g., Power BI/Tableau dashboards).

Skills

Data analysis

Dashboard reporting

Attention to detail

Stakeholder communication

Tools

Tableau

Power BI

Google Data Studio

SQL basics

Job description

Job Description

The Operations Reporting Analyst is responsible for consolidating, analyzing, and presenting key operational data that drives performance management and strategic decision-making.

The role requires expertise in reporting, data visualization, and analytics, ensuring stakeholders have accurate, timely, and actionable insights on performance metrics, client deliverables, and operational KPIs.

Roles And Responsibilities

• Reporting & Dashboard Management
• Develop, maintain, and automate daily, weekly, and monthly operations performance reports.
• Build dashboards to track KPIs such as productivity, utilization, revenue, attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.
• Consolidate data across multiple sources (ACD, CRM, WFM, HRIS, Finance).
• Analysis & Insights
• Perform variance and root cause analysis on operational performance trends.
• Highlight risks and opportunities in service delivery and recommend action plans.
• Support leadership in business reviews (internal and client-facing) with data-backed insights.
• Data Governance & Accuracy
• Ensure accuracy and consistency of reporting outputs.
• Standardize reporting templates across accounts, programs, or regions.
• Document data sources, definitions, and reporting processes.
• Collaboration & Support
• Work with Operations Managers, Workforce Management, and Quality teams to align on performance metrics.
• Provide ad-hoc analysis and reporting for business improvement initiatives.
• Assist in automation and process efficiency projects (e.g., Power BI/Tableau dashboards).

Minimum Skills & Requirements

• 1–3 years of reporting or data analytics experience in a BPO or Shared Services environment.
• Must be amenable to work in Eastwood, Quezon City

Technical Skills

• Strong proficiency in Excel/Google Sheets (advanced formulas, pivot tables, charts; macros a plus).
• Experience in data visualization tools (Tableau, Power BI, Google Data Studio).
• Familiarity with SQL or database querying (preferred).
• Experience with BPO operational data sources (ACD, CRM, HR, WFM tools).

Soft Skills

• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to work with large data sets and convert them into meaningful insights.
• Excellent communication and presentation skills.
• Ability to work under tight deadlines in a fast-paced environment.
• Strong stakeholder management and collaboration skills.