The role is responsible for consolidating, analyzing, and presenting key operational data to drive performance management and strategic decision-making
Job Summary
The role is responsible for consolidating, analyzing, and presenting key operational data to drive performance management and strategic decision-making.
Candidates must build dashboards to track critical KPIs including productivity, utilization, revenue, attrition, and customer satisfaction scores.
The position requires ensuring data accuracy and consistency while standardizing reporting templates across multiple accounts and regions.
Matching Summary
The role is responsible for consolidating, analyzing, and presenting key operational data to drive performance management and strategic decision-making.
Skills & Requirements
Must-have
Advanced Excel proficiency with macros
Data visualization tools like Tableau or Power BI
Experience consolidating data from ACD, CRM, HRIS
Knowledge of BPO operational KPIs such as AHT and SLA
Nice-to-have
SQL or database querying skills
Strong stakeholder engagement capabilities
Ability to automate reporting processes
Experience in variance and root cause analysis
Key Requirements
1–3 years of reporting or data analytics experience
Experience in a BPO or Shared Services environment