Performance Reports Analyst Supervisor

Job Summary

The Performance Reports Analyst Supervisor leads a team of reporting analysts in collecting, analyzing, and delivering operational metrics across BPO accounts. This role ensures data accuracy, automates performance dashboards, and provides key operational insights to leadership and external clients to drive process improvements and meet Service Level Agreements (SLAs).

Key Responsibilities

• Oversee, train, and coach a team of Reports Analysts; manage task distribution, deliverables, and performance reviews.
• Design, build, and automate daily, weekly, and monthly performance reports (KPIs, CSAT, AHT, Shrinkage, SLA metrics).
• Analyze operational data to identify trends, performance gaps, and root causes, presenting actionable recommendations to operations and client stakeholders.
• Maintain and enhance dynamic dashboards using tools like MS Excel, Power BI, Tableau, or SQL.
• Serve as the primary point of contact for operational leaders and clients regarding custom ad-hoc report requests and reporting escalations.
• Audit reporting outputs to guarantee 100% accuracy, consistency, and timely submission of data.

Qualifications

• Minimum 3+ years of experience in data analysis, reporting, or WFM within a BPO environment.

• At least 1–2 years in a lead or supervisory role managing reporting analysts.

• Technical Skills:

  • Advanced MS Excel proficiency (VLOOKUP, Pivot Tables, Complex Formulas, Power Query, and VBA/Macros).
  • Strong working knowledge of Business Intelligence tools (Power BI, Tableau, or Looker) and SQL.
  • Familiarity with BPO telephony and CRM tools (e.g., Avaya, Genesys, Salesforce, Nice, Verint).

• Strong analytical thinking, excellent verbal and written communication skills, high attention to detail, and the ability to work in a fast-paced, 24/7 shifting environment.