Workforce Reporting Analyst (MIS)

A lot of contact centers produce reports.

Very few produce insight.

This role is for someone who enjoys digging into operational data and figuring out what the numbers actually mean.

You'll be working with operations and workforce teams who rely on accurate reporting to run their programs. Some of those programs are small. Others are large enough that small changes in performance or staffing can have a real financial impact.

So the reporting matters.

The work itself is fairly straightforward.

You'll spend time building PowerBI dashboards, improving existing reports, and automating reporting processes that probably should have been automated a long time ago.

You'll also work directly with operations leaders to understand what they're trying to measure, what problems they're dealing with, and how the data can help them see things earlier.

Some days that means building dashboards.

Other days it means digging through messy data trying to figure out why something doesn't make sense.

Most people who succeed in this role come from backgrounds like MIS reporting, workforce analytics, or BI teams inside BPO environments. You'll likely have several years of experience supporting operational reporting in a contact center environment.

Technically, you should already be comfortable working with PowerBI, advanced Excel, and SQL. Experience with tools like Tableau, Looker, or Python, and environments that follow Lean Six Sigma or COPC standards, tends to translate well into this kind of work.

One practical note.

This role is full onsite and operates mostly on a mid-shift to US hours schedule because the operations teams you'll support are aligned to those time zones.

If you like working with data, building dashboards, and helping operations teams make sense of their numbers, you'll probably find the work interesting.