Probe CX
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.
Probe CX
