Performance & Reporting Analyst

Role Overview

• Help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics
• Maintain performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting
• Track, monitor, and analyze individual and team performance across key operational KPIs
• Maintain performance scorecards, leaderboards, and productivity tracking systems
• Identify trends, risks, and opportunities for performance improvement
• Provide actionable insights and recommendations to Operations and Leadership teams
• Develop, maintain, and improve operational reports and dashboards
• Generate daily, weekly, monthly, and ad hoc reports
• Ensure accuracy, consistency, and integrity of performance data
• Support automation and streamlining of reporting processes
• Maintain and validate incentive calculations based on predefined business rules
• Ensure performance data accurately supports incentive payouts and recognition programs
• Investigate and resolve discrepancies related to performance reporting and incentive calculations
• Analyze operational data from contact center platforms and workforce management systems
• Monitor KPI performance and provide visibility into operational results
• Collaborate with Workforce Management and Operations teams on performance-related initiatives
• Identify opportunities to improve reporting efficiency and performance tracking
• Recommend enhancements to dashboards, scorecards, and reporting methodologies
• Support continuous improvement initiatives through data analysis and operational insights

Requirements

• 2–5+ years of experience in Workforce Management (WFM)
• 2–5+ years of experience in Real-Time Analysis (RTA)
• 2–5+ years of experience in MIS Reporting
• 2–5+ years of experience in Operations Analytics
• 2–5+ years of experience in Performance Reporting
• 2–5+ years of experience in Contact Center Operations Analytics
• Advanced proficiency in Excel or Google Sheets, including Pivot Tables, XLOOKUP / VLOOKUP, Nested formulas, Data validation, Large dataset management
• Strong reporting and analytical skills
• Experience with Power BI, Tableau, Looker, or similar reporting tools is an advantage
• Experience creating dashboards and performance reports

Tech Stack

• Tableau

Benefits

• Paid time off
• Flexible work arrangements