Reporting Analyst

Min. bachelor degree from Information Systems/ Finance / Business Studies/ Management or any related disciplines 3-7 years of working experience in a contact centre environment Proven track record of managing reporting processes, data quality, and reporting tools (Excel, SAP Analysis for Office, Alteryx, BI Tools - Power BI, Tableau, Business Objects) Strong analytical and problem-solving skills with commercial curiosity and the ability to translate data into insights. Demonstrated ability to balance BAU delivery with new demand, projects, and process improvements. Customer-oriented mindset Ability to lead others, guiding and motivating team members to achieve objectives. Conflict management skills to resolve disagreements constructively and maintain positive working relationships. Can-do attitude with proactivity, ownership, and willingness to take on challenges. Structured and organized, Adaptable and flexible Developing and delivering enterprise dashboards, standardized reports, and ad hoc reporting for senior leadership using Power BI. Providing analytical insights that enhance customer experience and identify business process improvement opportunities. Delivering management reports, analysis, insights, and recommendations to support informed business decision-making. Creating and maintaining Salesforce reports to identify customer trends and drive process improvement initiatives. Reporting on service levels across Email, Chat, Phone, and Salesforce case management channels. Producing detailed First Contact Resolution (FCR) reports and providing recommendations for performance improvement. Managing contact center reporting, including call detail records, agent activity reports, agent status reports, abandoned calls, and call direction metrics. Developing and implementing data collection systems and strategies to optimize statistical efficiency and data quality. Interpreting data and analyzing results using statistical techniques. Identifying, analyzing, and interpreting trends and patterns related to key performance indicators (KPIs) within complex datasets. Incorporating data analysis into recurring reports and business performance reviews.