Reporting Analyst - BPO Industry

Position Summary:

The Reporting Analyst plays a pivotal role in driving data-informed decisions across international

BPO operations. This role is responsible for designing, maintaining, and optimizing global reporting

frameworks, KPIs, and dashboards that measure operational performance, customer satisfaction,

workforce

efficiency, and strategic initiatives. The successful candidate will act as a critical partner to cross-

functional

teams, ensuring timely delivery of actionable insights in a fast-paced, metrics-driven environment.

Key Responsibilities:

● Collect, clean, organize, and analyze large volumes of structured and unstructured data from multiple

global sources including customer interactions, QA surveys, WFM platforms, CRMs, and internal

systems.

● Develop, automate, and maintain global reports and dashboards (e.g., Looker, Power BI) that

monitor key KPIs across clients, markets, and contact center sites.

● Design and maintain relational databases and reporting tools that enable self-service analytics across

operational teams.

● Perform root cause analyses and trend forecasting to provide strategic insights on service delivery,

efficiency, and customer experience.

● Collaborate with global functional leads in Workforce Management, Quality, Training, and Client

Services to align metrics, standardize reporting, and define best practices.

● Translate data into compelling narratives and visual presentations for executive stakeholders.

● Present monthly and quarterly business reviews to leadership and clients with a focus on data-driven

recommendations.

● Maintain robust documentation and ensure consistent application of data governance policies across

reporting systems.

● Drive continuous improvement through automation, AI-based insights, and integration of new

analytics tools.

● Support RFPs, client audits, and contract renegotiations with data and performance evidence.

Must-Have Qualifications and Skills:

● Experience (4+y) in a global reporting, analytics, or business intelligence role, working in multi-

country BPO operations, global shared services or high-volume customer operations.

● Strong analytical mindset and exceptional attention to detail.

● Proficiency in data analytics and visualization tools: Excel (advanced), SQL, Looker, Power BI.

● Strong understanding of customer experience or service delivery metrics and performance

management frameworks.

● Ability to synthesize complex data sets into actionable insights.

● Proven experience managing dashboards and operational reports in BPO, shared services, or

customer service environments.

● Outstanding written and verbal communication skills.

● Demonstrated autonomy in managing multiple projects, deadlines, and stakeholder expectations.

● Strong critical thinking, problem-solving, and storytelling abilities.

● Bachelor's degree in Statistics, Mathematics, Computer Science, Business Analytics, or related field.

● Fluency in English; additional languages are a plus.

Preferred Qualifications (Nice-to-Have):

● Familiarity with workforce management, quality assurance, or gamification platforms (e.g.,

Centrical, NICE, Genesys).

● Experience with ETL processes and data warehousing solutions.

● Background in predictive modeling, segmentation, or customer behavior analytics.

● Certification in Tableau, Power BI, or data analytics frameworks.

What Success Looks Like:

● Consistently delivers accurate, timely, and insightful reports.

● Enables leadership to make fast, informed decisions.

● Acts as a data champion, standardizing and elevating reporting practices across geographies.

● Anticipates risks and opportunities based on trends before they impact performance.