Reporting Analyst

Location: Ultralag, Heredia - Hybrid

Experience: +2 of experience as Reporting Analyst for Contact Center

Summary:

The Reporting Analyst is responsible for delivering accurate operational reporting, building dashboards, supporting KPI visibility, and optimizing recurring reporting workflows. The role is expected to improve reporting efficiency through automation and standardization while supporting WFM, Operations, Quality, Training, Finance, and Client stakeholders.

Roles and Responsibilities:

1. Develop, maintain, and enhance operational reports, dashboards, scorecards, and recurring business reviews.
2. Extract, validate, clean, and analyze data from multiple operational systems and reporting sources.
3. Optimize existing reporting processes by reducing manual effort, improving turnaround time, and strengthening data accuracy.
4. Automate recurring reporting workflows using Excel, Power BI, Power Automate, and approved business tools.
5. Monitor KPI performance, identify trends, flag risks, and provide actionable insights to stakeholders.
6. Support ad hoc analysis for WFM, Operations, Quality, Training, Finance, and leadership teams.
7. Document reporting logic, definitions, data sources, and refresh procedures to ensure continuity and governance.

Required Skills:

• Fluent in spoken and written English
• 2+ years of experience in reporting, business intelligence, workforce reporting, data analytics, or operational analytics.
• Advanced Excel skills, including formulas, pivot tables, data validation, and structured reporting templates.
• Intermediate SQL knowledge for querying, joining, and validating operational datasets.
• Experience with Power BI, Tableau, Looker Studio, or similar BI/reporting tools.
• Strong analytical, problem-solving, documentation, and stakeholder communication skills.
• Ability to manage recurring deliverables in a fast-paced contact center or BPO environment.

Desired Skills:

• Experience with Genesys Cloud, Genesys WEM, NICE IEX, Verint, or similar WFM/contact center platforms.
• Experience with Microsoft Power Automate to streamline reporting workflows and approval processes.
• Exposure to AI Copilot tools to accelerate reporting, generate insights, and support process automation.
• Experience supporting WFM, contact center, BPO, CX, or multi-account operational environments.