Performance & Reporting Analyst

As a Performance & Reporting Analyst, you will help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics. You will be responsible for maintaining performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting.

This role works closely with Operations, Workforce Management, Team Leaders, and Leadership to drive operational excellence through accurate reporting, clear analysis, and actionable insights.

Key responsibilities

• Performance Management & Analytics
• 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

Reporting & Dashboard Management

• 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

Incentive Tracking & Validation

• 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
• Support transparency and accuracy in performance measurement processes

Operational Support

• Analyze operational data from contact center platforms and workforce management systems
• Monitor KPI performance and provide visibility into operational results
• Support Operations in driving productivity, efficiency, and service delivery improvements
• Collaborate with Workforce Management and Operations teams on performance-related initiatives

Process Improvement

• 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 and expectations

Experience

2–5+ years of experience in

• Workforce Management (WFM)
• Real-Time Analysis (RTA)
• MIS Reporting
• Operations Analytics
• Performance Reporting
• Contact Center Operations Analytics

Analytical & Technical Skills

1. Advanced proficiency in Excel or Google Sheets, including:

• Pivot Tables
• XLOOKUP / VLOOKUP
• Nested formulas
• Data validation
• Large dataset management

1. Strong reporting and analytical skills
2. Experience with Power BI, Tableau, Looker, or similar reporting tools is an advantage
3. Experience creating dashboards and performance reports

Knowledge

Strong understanding of contact center KPIs such as

• SLA
• AHT
• Adherence
• Occupancy
• Productivity
• Quality
• CSAT