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Reporting Analyst – Contact Center Operations
Job Location:
Monthly Salary:
Posted:
21 May 2026 (30+ days ago)
Posted:
Application Deadline:
18 August 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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
