Job Description

We are seeking a highly analytical Reporting Analyst to support Contact Center operations through data‑driven reporting, dashboard development, and performance analytics.

The role is responsible for transforming operational data into actionable insights using Power BI, advanced analytics, and executive‑level reporting to improve operational efficiency, workforce productivity, SLA performance, and decision‑making across multiple Lines of Business (LOBs).

Key Responsibilities

• Develop interactive dashboards and automated reports using Power BI.
• Analyze Contact Center KPIs including SLA, AHT, productivity, occupancy, adherence, utilization, and customer experience metrics.
• Prepare executive reports, business reviews, and presentation‑ready insights.
• Monitor operational performance trends and provide actionable recommendations.
• Perform root cause analysis and identify improvement ...