Performance & Reporting Analyst

About the Team

Performance & Analytics is the team that turns operational data into business decisions. We provide the visibility, reporting, and insights that help Salmon's Customer Operations teams perform at their best — ensuring leaders have the information they need to drive productivity, service quality, and customer experience.

As Salmon continues to scale, operational complexity grows alongside it. New products, expanding teams, and increasing customer demand require accurate performance measurement and actionable analytics. This team sits at the center of that effort, transforming raw operational data into meaningful insights that improve performance across the organization.

We're looking for analytical problem-solvers who enjoy working with data, uncovering trends, and helping teams make smarter decisions through clear and reliable reporting.

About the Role

As a Performance & Reporting Analyst, you will be responsible for maintaining visibility into operational performance across Customer Operations through reporting, analytics, KPI tracking, and performance management.

You'll work closely with Operations, Workforce Management, Team Leaders, and Leadership teams to ensure performance data is accurate, accessible, and actionable. From maintaining scorecards and leaderboards to validating incentive calculations and developing dashboards, you'll play a critical role in helping the business understand what is working, where improvements are needed, and how performance can be optimized.

This role combines analytical thinking, business understanding, and operational insight to support continuous improvement and operational excellence.

What You'll Do

Performance Management & Analytics

• Track, monitor, and analyze individual, team, and operational performance across key business and contact center KPIs

• Maintain performance scorecards, leaderboards, productivity trackers, and performance monitoring frameworks

• Identify performance trends, risks, and opportunities for improvement

• Provide actionable insights and recommendations to Operations and Leadership teams

• Support performance reviews and business discussions through accurate data analysis

Reporting & Dashboard Management

• Develop, maintain, and continuously improve operational reports and dashboards

• Produce daily, weekly, monthly, and ad hoc performance reports for various stakeholders

• Ensure accuracy, consistency, and integrity of operational and performance data

• Automate and streamline reporting processes to improve efficiency and reduce manual effort

• Create meaningful visualizations that support data-driven decision-making

Incentive Tracking & Validation

• Maintain and validate incentive calculations based on approved business rules and performance frameworks

• Ensure performance reporting accurately supports incentive payouts, recognition programs, and reward structures

• Investigate, reconcile, and resolve discrepancies related to performance metrics and incentive calculations

• Support transparency and consistency in performance measurement and reporting processes

Operational Support

• Analyze data from contact center platforms, workforce management systems, and operational databases

• Monitor KPI performance and provide visibility into operational results and trends

• Support Operations teams in driving productivity, efficiency, and service delivery improvements

• Collaborate with Workforce Management, Team Leaders, and business stakeholders on performance-related initiatives

Process Improvement

• Identify opportunities to improve reporting efficiency, data quality, and performance measurement processes

• Recommend enhancements to dashboards, scorecards, reporting methodologies, and operational analytics frameworks

• Support continuous improvement initiatives through structured analysis and business insights

• Help establish reporting best practices and governance standards across the organization

What Makes You a Strong Fit

• 2–5+ years of experience in Workforce Management (WFM), Real-Time Analysis (RTA), MIS Reporting, Operations Analytics, Performance Reporting, or Contact Center Analytics

• Strong analytical and problem-solving skills with the ability to translate data into actionable business insights

• Advanced proficiency in Excel or Google Sheets, including:

  • Pivot Tables

  • XLOOKUP / VLOOKUP

  • Nested formulas

  • Data validation

  • Large dataset management

• Experience creating dashboards, scorecards, performance reports, and business reporting frameworks

• Strong attention to detail and commitment to data accuracy and integrity

• Ability to work independently while managing multiple priorities and stakeholder requests

• Strong communication skills with the ability to present findings and recommendations clearly to both operational and leadership audiences

• Comfortable working in a fast-paced, data-driven environment

Knowledge & Domain Expertise

Strong understanding of contact center and operational KPIs, including:

• Service Level (SLA)

• Average Handling Time (AHT)

• Adherence

• Occupancy

• Productivity

• Quality

• Customer Satisfaction (CSAT)

Bonus:

• Experience with Power BI, Tableau, Looker, or similar business intelligence and visualization platforms

• Experience with SQL or database querying tools

• Background in fintech, banking, BPO, or customer operations environments

• Experience supporting incentive programs, performance management frameworks, or workforce management functions

• Knowledge of forecasting, capacity planning, or workforce analytics concepts

Why Join Us?

What We Create

• Modern banking services for millions of Filipinos

• Cutting-edge financial products powered by global best practices and AI

• A licensed neobank on a mission to become a leading fintech company in Southeast Asia

• Backed by $200M+ from ADQ, World Bank Group, and leading global investors

• A company where products are built and launched in months, not years

• A platform with significant opportunities for growth and international expansion

What We Offer

• A passionate, international team

• Fast, merit-based career growth

• Performance-driven rewards and recognition

• Opportunities for international exposure and collaboration

• Modern office in Manila, Philippines

• Medical insurance and wellness benefits

• Regular team events and activities