About the Role

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 caus...