Job Title: Reports Analyst Department: Operations - Workforce Management (WFM)
Reports To: Workforce Management Manager
Employment Type: Full-time
Position Overview
We are seeking a data-driven and detail-oriented Reports Analyst to join our Operations Support team. In this role, you will be the backbone of our data infrastructure, responsible for compiling, analyzing, and delivering critical performance metrics. You will transform raw contact center data into actionable insights, helping leadership optimize workforce management, improve agent productivity, and enhance the overall customer experience.
Key Responsibilities
Your daily, weekly, and Monthly responsibilities will include, but are not limited to:
- Report Generation & Delivery: Design, build, and automate daily, weekly, and monthly performance reports (dashboards) tracking KPIs such as Service Level, AHT (Average Handle Time), Shrinkage, and Abandonment Rate.
- Data Analysis & Insights: Analyze operational trends to identify performance gaps, anomalies, or areas for improvement, providing commentary that explains the why behind the numbers.
- Ad-Hoc Reporting: Respond quickly to urgent data requests from Operations, Quality Assurance, and Client Services teams.
- Database Maintenance: Ensure data integrity by routinely auditing data sources, cleaning data sets, and troubleshooting reporting discrepancies.
- Cross-Functional Collaboration: Partner with Workforce Management (WFM) Capacity Planners and real-time analysts to align reporting with intraday performance and forecasting.
Required Qualifications & Skills
- Experience: 2+ years of experience as a Reports Analyst, Data Analyst, or WFM Specialist specifically within a contact center or BPO environment (highly preferred).
- Technical Proficiency:
- Advanced MS Excel / Google Sheets skills (VLOOKUP/XLOOKUP, Pivot Tables, complex formulas, and macro/VBA knowledge is a plus).
- Experience with Power BI is an advantage
- Platform Familiarity: Experience extracting data from contact center platforms (e.g., Genesys, NICE, or Salesforce).
- Analytical Thinking: Ability to synthesize large amounts of data into clear, concise, and visually appealing summaries.
- Communication: Strong verbal and written communication skills to explain technical data concepts to non-technical stakeholders.
Key Performance Indicators (KPIs) for the Role
Your Success In This Role Will Be Measured By
- Accuracy: Maintaining a near-zero error rate in published reports.
- Timeliness: Delivering scheduled reports consistently on or before deadlines.
- Actionability: Providing insights that directly contribute to operational efficiency or cost reduction.
