At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
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
o Develop, maintain, and automate daily, weekly, and monthly operations
performance reports.
o Build dashboards to track KPIs such as productivity, utilization, revenue,
attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.
o Consolidate data across multiple sources (ACD, CRM, WFM, HRIS, Finance).
● Analysis & Insights
o Perform variance and root cause analysis on operational performance trends.
o Highlight risks and opportunities in service delivery and recommend action
plans.
o Support leadership in business reviews (internal and client-facing) with
data-backed insights.
● Data Governance & Accuracy
o Ensure accuracy and consistency of reporting outputs.
o Standardize reporting templates across accounts, programs, or regions.
o Document data sources, definitions, and reporting processes.
● Collaboration & Support
o Work with Operations Managers, Workforce Management, and Quality teams
to align on performance metrics.
o Provide ad-hoc analysis and reporting for business improvement initiatives.
o 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.
Skills Required
- 1-3 years reporting or data analytics experience in a BPO or Shared Services environment
- Willingness to work on-site in Eastwood, Quezon City
- Strong proficiency in Excel/Google Sheets (advanced formulas, pivot tables, charts; macros a plus)
- Experience with data visualization tools (Tableau, Power BI, Google Data Studio)
- Familiarity with SQL or database querying
- Experience with BPO operational data sources (ACD, CRM, HR, WFM tools)
- Strong analytical and problem-solving skills with 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
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
