Job Description
Key Responsibilities
Develop and execute a comprehensive reporting roadmap that aligns with the BPO’s growth and client requirements.
Oversee the accuracy and timeliness of all automated and manual reports, including daily, weekly, and monthly Business Reviews (MBR/QBR).
Act as the primary point of contact for high-level client stakeholders regarding data requests, performance trends, and customized reporting solutions.
Identify performance outliers and provide actionable insights to Operations teams to improve metrics like AHT (Average Handle Time), CSAT, and FCR.
Lead and mentor a team of reporting analysts and managers, fostering a culture of continuous learning and technical excellence.
Implement advanced data visualization tools (e.g., Power BI, Tableau) to transition from static reporting to real-time, interactive dashboards.
Qualific...
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