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
- 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 i...