Job Description

About the Role

We are seeking a highly analytical Reporting Analyst to support Contact Center operations through data-driven reporting, dashboard development, and performance analytics.

The role is responsible for transforming operational data into actionable insights using Power BI, advanced analytics, and executive-level reporting to improve operational efficiency, workforce productivity, SLA performance, and decision-making across multiple Lines of Business (LOBs).

Key Responsibilities

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  Develop interactive dashboards and automated reports using Power BI
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  Analyze Contact Center KPIs including SLA, AHT, productivity, occupancy, adherence, utilization, and customer experience metrics
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  Prepare executive reports, business reviews, and presentation-ready insights
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  Monitor operational performance trends and provide actionable recommendations
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  Perform root cause analysis and identify improvement opportunities
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  Support forecasting, workforce analytics, and operational planning activities
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  Automate reporting processes and improve reporting accuracy and efficiency
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  Coordinate with Operations, WFM, Quality, and leadership teams for reporting and analytics requirements
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  Maintain reporting databases, data integrity, and visualization standards
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  Support continuous improvement initiatives through analytical insights and performance reporting

Qualifications & Experience

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  Bachelor's Degree in Business Administration, Statistics, Mathematics, Computer Science, Data Analytics, or related field
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  3–5 years of experience in Reporting Analytics, MIS Reporting, Business Intelligence, or Contact Center Analytics
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  Experience in Contact Center, Telecom, BPO, or Operations environments preferred

Technical Skills

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  Advanced Power BI expertise (Dashboards, DAX, Data Modeling, Visualization)
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  Advanced MS Excel skills (Pivot Tables, Power Query, Macros, Advanced Formulas)
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  Working knowledge of SQL, MS Access, and reporting databases
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  Strong PowerPoint and executive presentation skills

Behavioral Competencies

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  Strong analytical mindset and problem-solving capability
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  Excellent data interpretation and visualization skills
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  High attention to detail and reporting accuracy
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  Strong stakeholder management and communication skills
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  Ability to work under pressure in a fast-paced environment
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  Strong coordination and cross-functional collaboration skills