Reporting Analyst

The Reporting Analyst is responsible for gathering data and creating reports that track the performance of our operations. In this role, you will help management understand how the business is performing by turning raw numbers into clear, organized reports. You will work closely with Operations Managers to identify areas for improvement and ensure all client KPIs are being met.

Key Responsibilities

• Reporting: Create and distribute daily, weekly, and monthly performance reports (e.g., Productivity, Quality, AHT, and Shrinkage).
• Data Analysis: Monitor performance trends and flag any issues to management. Perform root-cause analysis when targets are missed.
• Dashboarding: Build and maintain simple to intermediate dashboards using Power BI or Excel to help the team track their goals in real-time.
• Data Accuracy: Regularly audit data to ensure all reports are 100% accurate and consistent.
• Process Improvement: Look for ways to automate manual reporting tasks to save time and reduce errors.
• Stakeholder Support: Attend business reviews and provide data-backed answers to questions from clients and internal leaders.

Qualifications

• Experience: 3+ years of experience in a Reporting or Data Analyst role, specifically within a BPO environment.
• Technical Skills: * Advanced Excel: Must be an expert in Pivot Tables, VLOOKUP/XLOOKUP, and complex formulas.
• Visualization: Experience creating dashboards in Power BI or Tableau.
• SQL: Basic to intermediate knowledge of SQL for pulling data is a plus.
• Education: Bachelor's degree in any field (Mathematics, Statistics, or IT preferred).
• Communication: Good verbal and written English communication skills for presenting data to supervisors.