Reports Analyst - davao onsiteOfficePartners 360, Inc.

OFFICEPARTNERS 360, INC.
 
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.
Tool Proficiency:
The ideal candidate will have working knowledge or experience with the following tools and platforms commonly used in the BPO environment:
• Microsoft Excel (Advanced) - pivot tables, nested formulas, conditional formatting, dashboards
• Power BI / Tableau / Google Data Studio - for dashboard creation and data visualization
• SQL - basic to intermediate querying for data extraction and manipulation
• Google Sheets - collaborative reporting and data sharing
• CRM systems (e.g., Salesforce, Zendesk)
• Call center platforms (e.g., Genesys, Avaya, NICE, Five9)
• WFM tools (e.g., Verint, Aspect, Calabrio)
• QA systems (e.g., Observe.AI, Scorebuddy, Playvox)
• Ticketing and workflow tools (e.g., Jira, Trello, Monday.com) - nice to have
• Familiarity with Python or R for data analysis and automation is a plus
Qualifications:
• 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.
Preferred Skills:
• Knowledge of BPO performance metrics such as AHT, CSAT, QA, FCR, adherence, etc.
• Experience in creating dashboards or performance reports for operational scorecards.
• Ability to handle multiple priorities and work under pressure with tight deadlines.
• Strong sense of data ownership and accountability.