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

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Computer Science, Data Analytics, or related field
• 3–5 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