Service Delivery Reporting Supervisor

Job Description

• Extract, compile, and generate daily, weekly, and monthly operational KPI reports (e.g., AHT, CSAT, SLA, Shrinkage, Attrition).
• Maintain and update internal reporting dashboards, tracker templates, and automated reporting tools.
• Analyze performance trends, highlight operational gaps, and flag anomalies or inconsistencies in reporting data.
• Collaborate with Operations, Quality Assurance, and Workforce Management teams to provide custom or ad-hoc reports as needed.
• Ensure 100% accuracy, consistency, and timely submission of all client and internal deliverables.

Key Qualifications

• Bachelor's degree in Information Technology, Computer Science, Statistics, Business Administration, or a related field (or equivalent work experience).
• 1–2 years of experience as a Reports Analyst, Data Analyst, or Workforce Management (WFM) Specialist within a BPO/Call Center environment.
• Technical Skills:
• Advanced proficiency in Microsoft Excel (nested formulas, Pivot Tables, VLOOKUP/XLOOKUP, macros/VBA).
• Experience in using Python and SQL
• Familiarity with Data Visualization tools (e.g., Power BI, Tableau) and PowerApps automation.
• Ability to teach, mentor, and develop analysts.
• Experience handling BPO data systems (e.g., Avaya, Genesys, CMS, Five9).
• Strong attention to detail with solid problem-solving skills to interpret data patterns.
• Ability to explain complex data clearly to non-technical operational leaders.
• Willingness to work shifting schedules, night shifts (graveyard), weekends, and holidays as required by operations.