Key Responsibilities Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).
Generate real-time and historical data reports to support operations, quality, and workforce management teams.
Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.
Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
Coordinate with IT and WFM teams for data integration and system enhancements.
Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.
Ensure data accuracy and integrity across multiple databases and reporting platforms.
Track KPIs and generate insights to support business goals.
Troubleshoot and resolve data discrepancies and reporting issues.
Perform ad-hoc reporting and analysis based on business requirements.
Qualifications And Skills2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
Strong knowledge of Excel (advanced formulas, Pivot Tables, charts, macros).
Experience with SQL, Power BI, Tableau, or similar data tools is a plus.
Good understanding of call center metrics and reporting.
Strong analytical, problem-solving, and communication skills.
Ability to work independently and under tight deadlines.
High attention to detail and data accuracy.
Preferred Qualifications Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS, etc.).
Basic understanding of Workforce Management (WFM) tools.
