Business Insights and Reporting Analyst BPO Operations

We are looking for a detail-driven Reports Analyst who will transform raw data into actionable insights that empower our BPO operations teams to perform at their best. This role is crucial in consolidating performance data, creating impactful dashboards, and providing leaders with timely and accurate reports that drive decisions across productivity, service quality, and client satisfaction.

You’ll collaborate with cross-functional groups such as Operations, QA, and Workforce to ensure reports are consistent, data is accurate, and automation opportunities are explored to improve efficiency.

Key Responsibilities

Build and maintain daily, weekly, and monthly reports highlighting KPIs such as SLA, AHT, FCR, QA scores, CSAT, NPS, attendance, and utilization.

Collect and consolidate information from multiple tools including dialer systems, CRM, WFM platforms, and internal databases.

Develop dashboards and visualizations using Excel, Google Sheets, Tableau, or Power BI to provide management and client-ready insights.

Perform trend and root cause analysis to identify drivers of performance gaps and recommend data-backed solutions.

Partner with stakeholders across operations and QA to ensure reporting needs and deadlines are consistently achieved.

Conduct data audits and validations to safeguard report accuracy and integrity.

Automate recurring reporting tasks to save time and reduce manual errors.

Deliver ad-hoc reports and presentations for internal leadership or client updates.

Maintain proper documentation of report logic, data sources, and processes for consistency and scalability.