Reporting Analyst

Job Description

Posted Sunday, November 30, 2025 at 4:00 PM

Job Purpose

The Reporting Analyst plays a critical role in ensuring operational efficiency and adherence to attendance policies by providing real-time monitoring, schedule management, and data-driven insights. Reporting directly to the Workforce Director, the Reporting Analyst supports both onshore and offshore teams through accurate forecasting, capacity planning, and performance trend analysis. By maintaining key reports, facilitating cross-functional communication, and driving continuous improvement initiatives, the Reporting Analyst helps optimize resource utilization and enhance the overall customer experience.

Duties and Responsibilities

• Manage attendance policy adherence (absenteeism report) and real-time efficiency, monitoring (aux callouts / queue management).
• Provide schedule adjustments, interval reports and off phone schedules.
• Review volume and ...