Data Analyst

Reporting Analyst complies and records production data for call centers agents to give accurate, timely reports to Account Leaders, Country Manager and customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and other duties may be assigned.

The following outlines the primary responsibilities for this role. Additional duties may be assigned as required:

• Calculate and analyze key performance metrics such as sales volumes, Total Talk Time, Total Handle Time, Utilization, and campaign production rates.
• Compile, compute, and distribute production reports based on collected data.
• Prepare and share daily, weekly, and monthly reports with the management team.
• Identify and verify data sources required for accurate reporting.
• Maintain organized records of all documents used and generated.
• Create visual charts of performance statistics for reference by production and management teams.
• Report and escalate any system errors or issues.
• Conduct performance analysis and recommend actionable solutions to operational challenges.
• Foster strong, collaborative relationships with team members and other internal departments.
• Remain receptive to regular coaching and actively participate in performance reviews and goal-setting initiatives.

BASIC HIRING REQUIREMENTS - EDUCATION and/or EXPERIENCE

• A bachelor’s degree in mathematics, Statistics, Engineering, or a related field is preferred.
• Demonstrated attention to detail with a proven track record of accuracy.
• Advanced proficiency in Microsoft Excel and a solid working knowledge of SQL and database tools.
• Competency in Windows-based applications, including Word and Outlook.
• Fluency in both written and spoken English.
• Ability to effectively extract, transform, and analyze data using various tools to generate actionable reports and insights.
• A proactive, positive attitude with a willingness to take ownership and initiative for personal growth and skill development.
• Strong communication skills and professionalism in both internal and external interactions.
• Commitment to maintaining high administrative quality and adherence to company policies as outlined in the employee handbook.
• Strong multitasking and prioritization skills, effective communication with proper grammar, and a professional demeanor.
• Must pass applicable skills assessments, including advanced Excel evaluations. Ability to independently solve problems under pressure is essential.
• Ensures a high level of quality in all administrative efforts.
• Knowledge of Company policies and procedures as outlined in the employee handbook
• Ability to Prioritize tasks and handle multiple tasks at one time; Effectively communicate using proper grammar and syntax; always Exhibit a professional image and demeanor; Pass skills tests which include Advanced qualifications test on Excel as necessary. Must be capable of problem-solving promptly and independently while under pressure.

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload).