Reporting Analyst – Contact Center Operations

About the Role

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 cause analysis and identify improvement opportunities
• Support forecasting, workforce analytics, and operational planning activities
• Automate reporting processes and improve reporting accuracy and efficiency
• Coordinate with Operations, WFM, Quality, and leadership teams for reporting and analytics requirements
• Maintain reporting databases, data integrity, and visualization standards
• Support continuous improvement initiatives through analytical insights and performance reporting

Qualifications & Experience

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Computer Science, Data Analytics, or related field
• 3–5 years of experience in Reporting Analytics, MIS Reporting, Business Intelligence, or Contact Center Analytics
• Experience in Contact Center, Telecom, BPO, or Operations environments preferred

Technical Skills

• Advanced **Power BI** expertise (Dashboards, DAX, Data Modeling, Visualization)
• Advanced MS Excel skills (Pivot Tables, Power Query, Macros, Advanced Formulas)
• Working knowledge of SQL, MS Access, and reporting databases
• Strong PowerPoint and executive presentation skills

Behavioral Competencies

• Strong analytical mindset and problem-solving capability
• Excellent data interpretation and visualization skills
• High attention to detail and reporting accuracy
• Strong stakeholder management and communication skills
• Ability to work under pressure in a fast-paced environment
• Strong coordination and cross-functional collaboration skills

Package Details

• Company provided visa
• Health insurance
• Yearly Airfare
• Pay: AED8,000.00 - AED9,000.00 per month

Application Question(s)

• Describe your hands-on experience with Power BI. What types of dashboards and reports have you developed for operational or contact center environments?
• Which Contact Center KPIs have you worked on previously (Example: SLA, AHT, occupancy, adherence, productivity, shrinkage), and how did your analysis support operational improvements?
• Explain a situation where your reporting or analytical insights helped management make an important business or operational decision.
• What is your proficiency level in MS Excel? Please specify your experience with Pivot Tables, Power Query, Macros, advanced formulas, and reporting automation.
• Have you worked in a fast-paced Contact Center, BPO, Telecom, or Operations environment handling multiple stakeholders and tight reporting timelines? Please explain your role and responsibilities.
• Nationality
• Current Location
• Education
• Total Experience
• Current Salary
• Expected Salary
• Compensation and Benefits Consent: Are you agreed with gross salary of 8,000-9,000 AED with company provided visa, health insurance and yearly airfare?
• Notice Period (Minimum days to join us)