Qualifications: Minimum average of 2-3 years of relevant working experience in a similar or Reports Analyst role, with a focus on business reporting, data analysis and project or client management in a customer service environment is preferred. Minimum of 2 years of college education or a related degree is preferred. Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends. Advanced problem signalling and solving skills Demonstrates proficient technical documentation skills by creating documented procedures or written guidelines for business reporting processes. Detail oriented and organized, with a focus on maintaining accurate records. Effective operational proficiency in Business English, paired with advanced communication skills, is needed for conveying real-time updates and recommendations to a wide range of individuals, including the operations team. Experience working with statistical models, database concepts, reporting, or analytics related tools, along with advanced knowledge in MS Excel, including SQL, Power BI, and VBA/Macros, are preferred. Knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals. Proven strong analytical and problem-solving skills, with the ability to interpret data and make information driven decisions. Duties and Responsibilities: Assist in developing adhoc reports using Access and VBA to address business needs, including creating customized reports that will aid in the day-to-day operations of the department. Communicate effectively and provide in-depth insights to various stakeholders to help meet the required SLA for timeliness and quality. Design reports, scorecards, dashboards, and ad hoc analyses that provide workforce insights and KPIs. Develop, optimize, maintain, and publish dashboards, reports, data models, and data flows for performance tracking and KPI monitoring across all levels, from employee to site leader, and across all Geos. Lead the development and analysis of reports related to WFM. Provide strategic insights, drive process improvements, and collaborate with stakeholders to ensure that reports meet their needs. Own end-to-end reporting and MIS delivery for multiple processes. Be responsible for ensuring the timeliness and accuracy of all reports. Present perspectives on operational metrics (performance and efficiency) based on the reports and dashboards being generated. Process automation using advanced Excel, Access, and VBA macros. Provide guidance to less experienced colleagues or new members of the team Support transformation initiatives in the reporting and MIS domain. Show more Show less