Workforce Reporting Analyst

Job Description

The Operations Reporting Analyst is responsible for consolidating, analyzing, and presenting key operational data that drives performance management and strategic decision-making. The role requires expertise in reporting, data visualization, and analytics, ensuring stakeholders have accurate, timely, and actionable insights on performance metrics, client deliverables, and operational KPIs.

Roles And Responsibilities

Reporting & Dashboard Management

• Develop, maintain, and automate daily, weekly, and monthly operations performance reports.
• Build dashboards to track KPIs such as productivity, utilization, revenue, attrition, AHT, SLA/ASA, CSAT, and other client-specific metrics.
• Consolidate data across multiple sources (ACD, CRM, WFM, HRIS,Finance).
  
  

• Perform variance and root cause analysis on operational performance trends.
• Highlight risks and opportunities in service delivery and recommend action plans.
• Support leadership in business reviews (internal and client-facing) with data-backed insights.
  
  

• Ensure accuracy and consistency of reporting outputs.
• Standardize reporting templates across accounts, programs, or regions.
• Document data sources, definitions, and reporting processes.
  
  

• Work with Operations Managers, Workforce Management, and Quality teams to align on performance metrics.
• Provide ad-hoc analysis and reporting for business improvement initiatives.
• Assist in automation and process efficiency projects (e.g., Power BI/Tableau, dashboards)
  
  

• 1–3 years of reporting or data analytics experience in a BPO or Shared Services environment
• Strong proficiency in Excel/Google Sheets (advanced formulas, pivot tables, charts; macros a plus).
• Experience in data visualization tools (Tableau, Power BI, Google Data Studio).
• Familiarity with SQL or database querying (preferred).
• Experience with BPO operational data sources (ACD, CRM, HR, WFM tools).