Reporting Analyst – Workforce Management

About the role

The Reporting Analyst will manage report development and analysis for all Workforce Management (WFM) programs across IBEX Global Philippines sites. This role focuses on improving reporting methods, ensuring data completeness, and supporting operational decisions.

Key responsibilities

• Develop, maintain, and analyze reports for all WFM programs and accounts.
• Recommend new or modified reporting methods to enhance content and completeness.
• Collaborate with stakeholders to identify reporting issues and gather improvement suggestions.
• Examine and evaluate the purpose, format, frequency, and distribution of business reports.
• Review report characteristics such as origin, flow, and function.
• Evaluate findings using knowledge of workflow, operating practices, and record‑retention schedules.
• Prepare and issue instructions for report generation, completion, and distribution according to revised procedures.
• Manage multiple projects simultaneously in a high‑pressure environment.

Required profile

• Bachelor’s degree in any field.
• Strong analytical, mathematical, and problem‑solving skills.
• Excellent verbal and written English communication.
• Professionalism, teamwork, and ability to work independently with minimal supervision.
• Flexibility to work a graveyard or shifting schedule.
• At least 1–2 years of call‑center experience, preferably in a WFM department.

Required skills

• Business Objects
• Advanced MS Excel
• SQL
• Crystal Reports
• Six Sigma certification (preferred)
• Microsoft Word
• Experience with ACD and WFM tools