Reporting Analyst (BI)

Job Title:

Job Description

• Design, develop, and maintain BI dashboards, scorecards, and reports using Power BI, Tableau, and Advanced Excel to track operational KPIs and SLAs
• Extract, consolidate, and analyze data from multiple systems including WFM tools, CRM platforms, ticketing systems, and quality management tools
• Partner with Operations, Workforce Management, Quality, and Client Services teams to understand reporting requirements and translate business needs into actionable analytics solutions
• Monitor operational performance, identify trends, risks, and opportunities, and provide data-driven recommendations to improve business outcomes
• Ensure data integrity, governance, and consistency across reporting frameworks, establishing a single source of truth for stakeholders
• Automate recurring reports and manual processes to improve efficiency, reduce turnaround time, and minimize reporting errors
• Present analytical findings and performance insights to internal leadership, clients, and non-technical stakeholders in a clear and impactful manner
• Support Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR) with meaningful insights, performance dashboards, and executive summaries

• Minimum 2 years of experience in Business Intelligence, Reporting, Data Analytics, or MIS roles, preferably in a BPO, Contact Centre, Customer Experience (CX), or Operations environment
• Hands-on expertise in Power BI and/or Tableau for dashboard development and visualization
• Advanced Excel and Google Sheets skills, including Pivot Tables, Power Pivot, Lookups, Complex Formulas, and Data Analysis techniques
• Strong analytical and problem-solving capabilities with the ability to interpret large datasets and derive actionable insights
• Experience in KPI tracking, SLA reporting, operational performance analysis, and business reporting frameworks
• Understanding of data governance, reporting accuracy, and quality standards
• Excellent communication and presentation skills, with the ability to simplify complex data for business stakeholders and leadership teams
• Strong stakeholder management and collaboration skills across cross-functional teams

• Experience working with Workforce Management, Quality Assurance, CRM, or Ticketing systems
• Knowledge of SQL and data modeling concepts
• Experience in reporting automation and process optimization initiatives
• Exposure to contact center metrics, operational analytics, and customer experience reporting
• Experience supporting client-facing business reviews and executive reporting

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.

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