Operations Reporting Analyst at SupportNinja
About This Position
Work Set Up: Remote/WAH
Type of Contract: Full-Time
Equipment Provision: Company Provided
The Operations Reporting Analyst is responsible for collecting, analyzing, and transforming operational data into accurate and actionable reports that support Service Delivery and Operations performance management. This role ensures KPI tracking, trend analysis, and data-driven insights to help drive operational efficiency and goal achievement.
What does a day in the life as an Operations Reporting Analyst look like?
- Data Collection & Validation
- Extract operational data from CRM, ticketing systems, QA tools, workforce systems, and internal trackers
- Validate data accuracy, completeness, and consistency
- Monitor KPI integrity and ensure correct metric calculations
- Identify and resolve discrepancies in operational reports
- Operational Reporting & Dashboard Management
- Develop and maintain daily, weekly, and monthly operations reports
- Create dashboards for Service Delivery KPIs
- Ensure timely and accurate report distribution to Operations leaders
- Performance Analysis & Insights
- Conduct variance, trend, and root cause analysis on operational metrics
- Identify performance gaps and improvement opportunities
- Support action planning by providing data-backed insights
- Assist in preparation of MBRs, WBRs, and operational reviews
- Operations Stakeholder Support
- Work directly with Operations Managers, Team Leaders, and Service Delivery Heads
- Support ad hoc reporting requests related to performance and capacity
- Provide data interpretation support during performance discussions
- Maintain documentation of KPI definitions and reporting standards
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Perform other duties as assigned
What are the required qualifications for an Operations Reporting Analyst?
- Minimum of 1 year of experience in reporting or operational data analysis
- Advanced Microsoft Excel (PivotTables, Power Query, complex formulas)
- Experience with BI tools (Power BI, Tableau, Looker, etc.)
- Strong data visualization skills
- Strong communication skills, both verbal and written
- Strong analytical and problem-solving skills
- High attention to detail
- Ability to manage multiple operational deadlines
- Strong communication skills
- Ability to work in a fast-paced operations environment
Ninja Perks and Benefits
- Full-time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
If you are interested, you can access your instant interview here: https://alpharun.com/i/IjC6lXrbcxZNgb0B7UaJz
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Job Location
Job Location
This job is located in the Philippines region.