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

schedule

s, night shifts (graveyard), weekends, and holidays as required by operations.