Performance Reporting Manager – US Healthcare

4–7+ years of experience in performance reporting, operations reporting, workforce reporting, or business reporting within a BPO or healthcare environment.
Experience supporting U.S. healthcare operations (contact center and/or claims preferred).
Exposure to capacity planning or workforce modeling.
Experience with Power BI, Tableau, or similar reporting tools.

Position Summary

The Performance Reporting Manager is responsible for developing, maintaining, and delivering operational dashboards and performance reporting for both Contact Center and Claims Adjudication departments supporting U.S. healthcare clients.

This role provides daily, weekly, and monthly visibility into KPIs, proactively identifies performance gaps, and escalates material shifts in production to senior leadership. The ideal candidate is highly analytical, detail-oriented, and hands-on — comfortable building dashboards manually, working directly within client-hosted systems, and collaborating with both internal production teams and client IT departments to ensure accurate and secure data reporting.

This role plays a critical part in driving operational accountability and supporting executive-level decision-making.

This is a hands-on role. The individual will personally design, build, and maintain all dashboards and reporting deliverables and will not rely on a supporting analytics team. A strong builder mindset is essential. Candidates seeking a purely supervisory or delegation-based position will not be a fit.

Key Responsibilities

Dashboard Development & Reporting

• Design, build, and maintain operational dashboards for:

o Contact Center metrics (Service Level, AHT, Occupancy, Shrinkage, Abandonment Rate, Utilization, QA, Adherence, etc.)

o Claims Operations metrics (Throughput, TAT, Inventory Aging, First-Pass Yield, Financial Accuracy, Statistical Accuracy, Productivity per FTE, etc.)

• Manually compile and validate data from multiple client-hosted systems where automation is unavailable.

• Standardize reporting formats across accounts to ensure consistency and accuracy.

• Maintain KPI definitions, calculation methodologies, and reporting documentation.

Performance Monitoring & Escalation

• Analyze performance trends daily, weekly, and monthly.

• Identify underperformance at the individual, team, and account levels.

• Escalate significant production shifts, SLA risks, or KPI declines to senior leadership.

• Partner with Operations Managers to support performance improvement initiatives.

• Track corrective action outcomes and measure impact.

Client Data & System Coordination

• Obtain and maintain access to client reporting platforms (CRM, adjudication systems, dialers, WFM tools).

• Work within secure environments (VPN, Citrix, remote client systems).

• Coordinate with client IT teams to establish secure data transfer methods (e.g., SFTP).

• Ensure compliance with HIPAA and data privacy requirements.

• Validate data integrity and reconcile discrepancies.

Quarterly Business Reviews (QBRs)

• Compile executive-level reporting packages for client QBRs.

• Translate operational data into clear performance narratives.

• Highlight trends, risks, improvement initiatives, and opportunities.

• Ensure all data is accurate and aligned with SLA commitments prior to client presentations.

Capacity & Production Support (Preferred)

• Support volume analysis and production capacity planning.

• Assist with staffing models and workload forecasts.

• Provide insights to support workforce optimization decisions.

Qualifications

Required Experience

• 4–7+ years of experience in performance reporting, operations reporting, workforce reporting, or business reporting within a BPO or healthcare environment.

• Experience supporting U.S. healthcare operations (contact center and/or claims preferred).

• Strong understanding of operational KPIs and SLA management.

• Advanced Excel skills (pivot tables, complex formulas, modeling).

• Advanced Power Bi skills.

• Experience working within client-hosted systems.

• Experience in preparing executive-level reports.

• Strong communication skills and ability to present insights to leadership.

Preferred Experience

• Exposure to capacity planning or workforce modeling.

• Experience with Power BI, Tableau, or similar reporting tools.

• SQL knowledge.

• Experience coordinating secure file transfers (SFTP).

• Experience compiling QBR materials for U.S. clients.

• Knowledge of HIPAA-compliant data handling.

Core Competencies

• Strong analytical and problem-solving skills

• High attention to detail

• Proactive mindset with strong ownership

• Comfortable calling out performance gaps

• Ability to manage multiple reporting streams simultaneously

• Strong collaboration skills with operations and IT teams

• Executive-ready communication

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