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Reporting Analyst (Contact Center / WFM Analytics)

Full time @Intelegencia Pvt Ltd

Job Description

Reporting Analyst (Contact Center / WFM Analytics)
Company: Intelegencia
Location: Tarlac City, Philippines
Employment Type: Full-Time
About the Role
Intelegencia is looking for a Reporting Analyst to support contact center operations through data analysis, reporting, and dashboard development.
This role will be responsible for transforming operational data into actionable insights that help leadership monitor performance, identify trends, and improve decision-making.
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Key Responsibilities
•Develop and maintain daily, weekly, and monthly operational reports.
•Create and manage performance dashboards and automated reporting tools.
•Analyze key contact center metrics such as AHT, Service Level, Volume, Productivity, and Shrinkage.
•Provide data-driven insights to Operations and Workforce Management teams.
•Ensure accuracy and integrity of reporting data across all reports.
•Support ad-hoc reporting and deep-dive analysis for business stakeholders.
•Identify trends and opportunities for performance improvement and operational efficiency.
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Requirements
•2–4 years of experience in reporting, data analysis, or MIS within a BPO or contact center environment.
•Strong understanding of contact center performance metrics.
•Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, data modeling, automation).
•Experience working with large datasets and data analysis techniques.
•Strong analytical thinking and attention to detail.
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Preferred Skills
•Experience with data visualization tools such as Microsoft Power BI or Tableau.
•Knowledge of SQL or database querying is a plus.
•Experience supporting Workforce Management or Operations reporting.
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Why Join Us
•Work with a growing global outsourcing organization.
•Opportunity to build impactful analytics and reporting frameworks.
•Exposure to data-driven decision making in contact center operations
Reporting

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