Reporting Analyst Contact Center Operations
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Key skills for this role
About the Role
About The Role We are seeking a highly analytical Reporting Analyst to support Contact Center operations through data-driven reporting, dashboard development, and performance analytics.
Key Skills for This Role
Full Job Posting
About The Role
We are seeking a highly analytical
Reporting Analyst
to support Contact Center operations through data-driven reporting, dashboard development, and performance analytics.
The role is responsible for transforming operational data into actionable insights using
Power Bi
, advanced analytics, and executive-level reporting to improve operational efficiency, workforce productivity, SLA performance, and decision-making across multiple Lines of Business (LOBs).
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
- Bachelors 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
Job Details
Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Dubai Company Website: http://www.xadtechnologies.com Job Function: Call Center Operations Company Industry/
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