Workforce Reporting Analyst

Job Description

Responsible for: The WFM 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.

Main Activities And Responsibilities

• Reporting and 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-specifi c metrics.
• Consolidate data across multiple sources (ACD, CRM, WFM, HRIS, Finance).
• Analysis and Insights
• 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.
• Data Governance and Accuracy
• Ensure accuracy and consistency of reporting outputs.
• Standardize reporting templates across accounts, programs, or regions.
• Document data sources, defi nitions, and reporting processes.
• Liaise with Other Departments/Units
• 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
• Stakeholder Engagement
• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.
• Governance Cadence Execution
• Represent WFM in daily stand‑ups, weekly capacity reviews, GTM meetings, demand‑planning forums, monthly forecast reviews, and quarterly strategy sessions.
• Policy, Compliance & Documentation
• Ensure adherence to Probe/Client policies, including data security, privacy, and reporting hygiene.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Complete all necessary training requirements and professional development opportunities.
  
  

• 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)