Performance & Reporting Analyst

SALMON ROBOTICS LIMITED

Performance & Reporting Analyst supporting Contact Center Operations by managing KPIs and data analytics. Collaborating with teams to drive operational excellence through reporting and actionable insights.

Posted 6/15/2026full-timeMandaluyong • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics
Maintain performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting
Track, monitor, and analyze individual and team performance across key operational KPIs
Maintain performance scorecards, leaderboards, and productivity tracking systems
Identify trends, risks, and opportunities for performance improvement
Provide actionable insights and recommendations to Operations and Leadership teams
Develop, maintain, and improve operational reports and dashboards
Generate daily, weekly, monthly, and ad hoc reports
Ensure accuracy, consistency, and integrity of performance data
Support automation and streamlining of reporting processes
Maintain and validate incentive calculations based on predefined business rules
Ensure performance data accurately supports incentive payouts and recognition programs
Investigate and resolve discrepancies related to performance reporting and incentive calculations
Analyze operational data from contact center platforms and workforce management systems
Monitor KPI performance and provide visibility into operational results
Collaborate with Workforce Management and Operations teams on performance-related initiatives
Identify opportunities to improve reporting efficiency and performance tracking
Recommend enhancements to dashboards, scorecards, and reporting methodologies
Support continuous improvement initiatives through data analysis and operational insights

Requirements

What you’ll need

2–5+ years of experience in Workforce Management (WFM)
2–5+ years of experience in Real-Time Analysis (RTA)
2–5+ years of experience in MIS Reporting
2–5+ years of experience in Operations Analytics
2–5+ years of experience in Performance Reporting
2–5+ years of experience in Contact Center Operations Analytics
Advanced proficiency in Excel or Google Sheets, including Pivot Tables, XLOOKUP / VLOOKUP, Nested formulas, Data validation, Large dataset management
Strong reporting and analytical skills
Experience with Power BI, Tableau, Looker, or similar reporting tools is an advantage
Experience creating dashboards and performance reports

Benefits

Comp & perks

Paid time off
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data-driven performance managementKPI trackingoperational analyticsperformance reportingincentive calculationsreporting efficiencydata analysisExcelGoogle Sheetsdashboard creation

Soft Skills

analytical skillscollaborationcommunicationproblem-solvingattention to detailactionable insightsrecommendationscontinuous improvement