[Remote] Reporting Analyst at Keep

Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

BPO, Customer Experience, Contact CenterIndustries

Requirements

3+ years of experience in a predominantly data analysis role — ideally in a BPO, customer service, services, sales or support environment
Advanced Excel and Google Sheet skills and hands-on experience with BI/reporting tools (Power BI, Tableau, Looker, etc.)
Working knowledge of CRM or contact center systems and metrics (e.g., Zendesk, Salesforce, Genesys, Five9)
Analytical mindset with proven ability to translate complex data into business insight
Strong ownership skills – this is a team of one, and someone who is comfortable managing themselves is required
A self-starter mentality – you don't wait for someone to tell you what to do – you have the curiosity to find data to potential problems
Strong written and verbal communication skills — especially around storytelling with data
Experience coordinating across cross-functional teams including Operations, QA, training, and tech
Bachelor’s degree in business, statistics, math, or related field preferred (or equivalent experience)
Bonus: Familiarity with SQL and/or data querying, and exposure to Lean, Six Sigma, or continuous improvement frameworks

Responsibilities

Own data analysis and reporting for our organization – starting from a team of one
Analyze core customer support metrics such as AHT, FCR, CSAT, and SLA adherence across teams and time periods
Build and maintain reporting dashboards using tools like Looker, Power BI, Tableau, or Excel
Identify performance trends, customer friction points, and operational gaps through deep-dive analysis
Conduct root cause analysis and deliver clear, actionable recommendations to internal and client stakeholders
Support volume forecasting, capacity planning, and staffing recommendations in partnership with the workforce management and scheduling teams
Present daily insights to Team Leads, CX Managers, and client-side leadership
Participate in strategic initiatives such as CRM optimization, contact flow redesign, and automation planning
Gather and document business requirements for analytics and reporting improvements, collaborating with IT or product teams as needed

Skills

Looker

Power BI

Tableau

Excel

Data Analysis

Reporting Dashboards

AHT

FCR

CSAT

SLA

Root Cause Analysis

Volume Forecasting

Capacity Planning

Keep

Fintech solutions for Canadian SMB payments

About Keep

Keep Technologies Corp. simplifies financial transactions for Canadian small and medium-sized businesses (SMBs) by offering a suite of web and mobile applications. Their main product is a payment card that can be used both virtually and physically, allowing businesses to manage expenses easily. Unlike traditional banking services that often come with high fees and limited rewards, Keep Technologies provides affordable payment solutions with unlimited cashback rewards. Their business model focuses on competitive rates and eliminating hidden fees, particularly for payments to US vendors. Additionally, they prioritize customer support and seamless integration with existing financial systems, making it easy for businesses to adopt their services. The goal of Keep Technologies is to deliver flexible and cost-effective financial tools that enhance the financial management of Canadian SMBs.

Toronto, CanadaHeadquarters

2021Year Founded

$10.4MTotal Funding

EARLY_VCCompany Stage

FintechIndustries

11-50Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Risks

Increased competition from established fintech companies like Stripe and Square.

Regulatory scrutiny in Canada could tighten controls on fintech companies.

Volatility in currency exchange rates could impact Keep's profitability.

Differentiation

Keep offers unlimited cashback rewards, unlike traditional banks with limited rewards.

Their versatile payment card functions both virtually and physically for SMBs.

Keep provides seamless integration with existing financial systems for easy adoption.

Upsides

Embedded finance solutions can expand Keep's reach and customer base.

Open banking in Canada allows Keep to offer personalized financial services.

Real-time payment demand presents an opportunity for Keep to improve cash flow management.

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