BPO Workforce - Reporting

Reporting & Analytics

• Create, maintain, and automate daily, weekly, monthly, and ad-hoc reports.
• Analyze call center performance metrics and identify trends, gaps, and improvement opportunities.
• Develop dashboards and scorecards for leadership and operational teams.
• Ensure accuracy, consistency, and integrity of reporting data.

Performance Monitoring

• Track key contact center KPIs including:

  • Service Level
  • Average Handle Time (AHT)
  • Abandonment Rate
  • Occupancy
  • Adherence
  • First Call Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Productivity Metrics

• Provide variance analysis and root cause insights.

Data Management

• Extract, validate, and consolidate data from multiple systems.
• Maintain reporting databases and reporting repositories.
• Perform data quality audits and reconciliations.

Stakeholder Support

• Partner with Operations Managers, Team Leaders, Workforce Management, and Senior Leadership teams.
• Present business insights and recommendations through reports and presentations.
• Support business reviews and operational meetings with accurate data analysis.

Process Improvement

• Identify opportunities to automate recurring reports.

• Improve reporting efficiency through Excel macros, Power BI dashboards, SQL queries, and data visualization tools.

• Recommend process improvements based on analytical findings.

• 2–5 years of experience in reporting, MIS, analytics connected to workforce management or call center operations.