Qualifications

• Bachelor’s degree in Business Administration, Statistics, or a related field.

• Minimum of 3 years experience in a reporting or analyst role within a BPO environment.

• Strong understanding of BPO metrics (e.g., SLA, AHT, FCR, QA scores, CSAT, NPS).

• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, advanced formulas, macros); experience with Google Sheets is a plus.

• Familiarity with reporting and data visualization tools such as Power BI, Tableau, or Google Data Studio, an advantage.

• Basic SQL knowledge for querying databases is a plus.

• Strong analytical, problem-solving, and organizational skills.

• Ability to handle multiple requests and meet tight deadlines with accuracy.

• Good communication skills and ability to translate data into clear, actionable insights.

Key Responsibilities

• Generate daily, weekly, and monthly operations reports, including SLA/KPI performance, productivity, AHT, attendance, shrinkage, and utilization.

• Consolidate and analyze data from multiple sources such as dialer systems, CRMs, WFM tools, and internal databases.

• Create dashboards and visual reports using Excel, Google Sheets, Power BI, or Tableau to support team leads, operations managers, and clients.

• Perform root cause analysis for performance dips and provide data-backed insights and recommendations.

• Coordinate with operations, QA, and other relevant teams to ensure reporting requirements and deadlines are consistently met.

• Ensure data accuracy and integrity in all reports; conduct periodic audits and validations to flag inconsistencies.

• Automate recurring reports where possible to improve efficiency and minimize manual errors.

• Support ad-hoc reporting needs for internal teams and client presentations.

• Document report logic, processes, and data sources to maintain consistency and support knowledge transfer.