Ops Reporting Analyst

Job Description

Key Responsibilities:

• Operational Reporting & Analysis:
• Track and analyse billable hours, shrinkage and other KPIs to measure operational efficiency.
• Develop, maintain, and present reports on operational output, productivity, and trends.
• Provide data-driven insights to help optimize resource utilization and workflow efficiency.
• Work Allocation & Scheduling:
• Allocate daily/weekly work assignments based on business priorities and workforce capacity. o Identify workload distribution challenges and escalate any resource constraints.
• Ensure adherence to established workforce planning guidelines and schedules.
• Data Management & Dashboard Development:
• Create and maintain dashboards and automated reports using Google Sheets, Google Data Studio, Power BI, Tableau, or Excel. o Where possible, improve reporting processes by leveraging automation tools such as Google App Scripts and Excel macros.
• Ensure the accuracy and consistency of data across all reporting platforms.
• Stakeholder Collaboration & Recommendations:
• Work closely with Operations Leaders and client POC to understand reporting needs and provide actionable insights. Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education: Graduates preferred.

The ideal candidate will have strong analytical skills, experience in reporting and workforce planning, and proficiency in Google Suite or other data analysis tools Foundever Job Description Form to be completed by Managers and sent for evaluation and retention 2 Job Description & Specification

• Experience in a BPO, contact center, or service industry environment is a plus. Skills & Knowledge: (identify essential skills required, and describe type and level of knowledge needed to perform essential job functions and those that enable success in performing this job)
• Proficiency in Google Suite (Sheets, Docs, Slides, Forms, Data Studio preferred and Microsoft Excel (pivot tables, formulas, macros, VBA)
• Strong analytical and problem-solving skills with the ability to interpret data and generate insights
• Experience with Power BI, Tableau or other data visualization tools is a plus.
• Knowledge of workforce planning, scheduling, and shrinkage tracking.
• Excellent communication skills for presenting data and insights to stakeholders. Abilities: (describe type and level of abilities needed to perform essential job functions and those that enable success in performing this job)
• Ability to work independently and meet deadlines in a fast-paced dynamic environment.
• Strong organizational and time management skills.
• Ability to adapt to changing business needs and operational challenges. Special Certifications (if appropriate--identify if required to perform the job or just preferred)
• Certification in Google Data Analytics, Power BI or Advanced Excel, is a plus. Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues): • Not required. Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)