Reports Analyst (Davao Onsite)

About the role

The Reports Analyst plays a critical role in transforming data into actionable insights to support performance monitoring and decision-making. This role is responsible for designing and maintaining scorecard dashboards, consolidating reports from multiple data sources, and performing deep-dive analyses to identify trends, variances, and opportunities for improvement in a fast-paced BPO call center environment.

Key responsibilities

• Design, build, and maintain performance scorecard dashboards used by operations, training, and quality teams.
• Gather, consolidate, and validate data from various sources such as CRM systems, dialers, QA tools, WFM platforms, and HR systems.
• Ensure timely and accurate generation of daily, weekly, and monthly reports.
• Conduct trend analysis, root cause analysis, and variance analysis to support business decisions.
• Collaborate with team leaders, QA, training, and workforce teams to align reporting with operational KPIs and business goals.
• Provide data-driven insights and recommendations to improve performance, efficiency, and service delivery.
• Ensure data integrity, consistency, and standardization across all reports and dashboards.
• Document reporting methodologies and create user guides or SOPs where necessary.
• Assist in automating recurring reports and identifying opportunities for process improvement through BI tools or scripting.

About you

• Bachelor's degree in Statistics, Mathematics, Business Administration, IT, or any related field.
• At least 1–2 years of reporting/data analysis experience in a BPO, contact center, or similar environment.
• Strong analytical and critical thinking skills.
• Excellent attention to detail, time management, and organizational abilities.
• Strong communication skills, both written and verbal.
• Working knowledge or experience with Microsoft Excel (Advanced) – pivot tables, nested formulas, conditional formatting, dashboards.
• Working knowledge or experience with Power BI, Tableau, or Google Data Studio for dashboard creation and data visualization.
• Working knowledge or experience with SQL – basic to intermediate querying for data extraction and manipulation.
• Working knowledge or experience with CRM systems (e.g., Salesforce, Zendesk) and call center platforms (e.g., Genesys, Avaya, NICE, Five9).
• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence, etc. is preferred.