Performance Reports Analyst

Role Overview

The Performance Reports Analyst gathers, monitors, and analyzes operational data to help management evaluate agent and program performance. This role tracks key BPO metrics—such as AHT (Average Handle Time), CSAT (Customer Satisfaction), QA scores, and SLA compliance—and turns raw data into actionable dashboards and daily reports for operations teams and clients.

Key Duties & Responsibilities

• Create and maintain accurate daily, weekly, and monthly performance reports for operations and clients.
• Track key performance indicators (KPIs) such as SLA, CSAT, shrinkage, occupancy, and agent productivity.
• Spot trends, performance gaps, and operational anomalies to provide actionable insights to Operations Managers and Team Leads.
• Update operational dashboards and visual reporting tools (Excel, Power BI, Tableau).
• Provide quick, custom data pulls and analyses to support strategic or immediate operational decisions.

Qualifications & Requirements

• Bachelor’s degree or completed at least 2 years in college.

• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Analyst in a BPO/Call Center setup (Entry-level candidates with strong technical skills are also considered).

• Advanced proficiency in MS Excel / Google Sheets (Pivot tables, VLOOKUP/XLOOKUP, nested logic, conditional formatting, complex formulas).

• Basic-to-intermediate knowledge of SQL or data visualization tools (Power BI, Tableau) is a strong plus.

• Familiarity with BPO telephony tools (e.g., Avaya, Genesys, Five9, Cisco) and CRM systems.

• Strong numerical, analytical, and problem-solving abilities.

• High attention to detail and accuracy under tight shift deadlines.

• Amenable to working shifting schedules, night shifts, holidays, and weekends as required by client hours.