Reports Analyst

• Extract, compile, and generate daily, weekly, and monthly operational KPI reports (e.g., AHT, CSAT, SLA, Shrinkage, Attrition).
• Maintain and update internal reporting dashboards, tracker templates, and automated reporting tools.
• Analyze performance trends, highlight operational gaps, and flag anomalies or inconsistencies in reporting data.
• Collaborate with Operations, Quality Assurance, and Workforce Management teams to provide custom or ad-hoc reports as needed.
• Ensure 100% accuracy, consistency, and timely submission of all client and internal deliverables.

Key Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Statistics, Business Administration, or a related field (or equivalent work experience).

• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Management (WFM) Specialist within a BPO/Call Center environment.

• Technical Skills:

  • Advanced proficiency in Microsoft Excel (nested formulas, Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA).
  • Familiarity with Data Visualization tools (e.g., Power BI, Tableau) is a strong plus.
  • Experience handling BPO data systems (e.g., Avaya, Genesys, CMS, Five9).

• Strong attention to detail with solid problem-solving skills to interpret data patterns.

• Ability to explain complex data clearly to non-technical operational leaders.

• Willingness to work shifting schedules, night shifts (graveyard), weekends, and holidays as required by operations.