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

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

Qualifications & Experience

• Bachelors Degree in Business Administration Statistics Mathematics Computer Science Data Analytics or related field
• 35 years of experience in Reporting Analytics MIS Reporting Business Intelligence or Contact Center Analytics
• Experience in Contact Center Telecom BPO or Operations environments preferred

Technical Skills

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

Behavioral Competencies

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

• Company provided visa
• Health insurance
• Yearly Airfare