Reporting to the Manager – Business Performance, the Reporting Analyst is responsible for the creation and delivery of operational reporting, insights data and workforce rostering. The Reporting Analyst will provide support to the Manager, Business Performance to drive strategic and operational planning with a strong focus on data management, analysis and reporting.


  • Create reporting models and deliver reports to the business relating to Operational and Contact Centre performance

  • Generate data to support analysis of business performance and project/business case development

  • Create, interrogate, analyse and compile data to deliver high quality and accurate reports for internal stakeholders

  • Provide advice on the collection, collation, analysis, presentation and reporting of data across all areas

  • Complete Contact Centre workforce scheduling and adherence management

  • Creation and ongoing delivery of reports relating to operational, Contact Centre and agent performance - ensuring data quality and integrity

  • Accurately representing and translating data into meaningful reports and integrate data for multiple datasets

  • Looking for opportunities to improve and/or automate outputs

  • Analysing data trends and potential improvement areas and provide feedback to your Manager

  • Support in supplying information and analytics for various operational performance forums across the business

  • Assisting Manager in translating data and reporting into end-user stories

  • Completion of operational and Contact Centre performance analysis

  • Looking for opportunities to improve business performance

  • Completion of workforce planning and workforce optimisation activities including, creation of agent schedules and assisting Contact Centre Managers with day of operations insights

  • Working with the Customer team to develop business requirements and configuration of external, enterprise wide tools, i.e. Power BI, to assist with the management of Opteon performance

  • Contributing to KPI reporting for Opteon Assist and the business in general

  • Creating ad-hoc reports / data analysis with the ability to transform instructions from a data brief into accurate and relevant reports, recommending changes whenever relevant

  • Building a strong understanding of the business priorities and pressure points

  • Developing a deep understanding of phone platform data and development of reports within solution to support Assist leaders

  • The Reporting analyst will contribute to and where relevant provide recommendations regarding the following:


  • 2+ years experience in a data analytics or performance reporting function, ideally within a Contact Centre environment.

  • Experience in translating data into easy to understand and use report.

  • High level understanding of contact centre operational foundations – business processes, workforce management, training, quality, coaching, team engagement, performance management, performance metrics and reward and recognition.

  • Advanced Microsoft skills; experience working with reporting applications and/or SQL an advantage; sounds knowledge of core Contact Centre software.

  • Analyses and visually represents data effectively

  • Excellent written and verbal communication skills, be organised, systematic, thorough, accurate and disciplined

  • Builds and maintains strong relationships

  • Focuses on the customer and client

  • Communicates effectively

  • Collaborates effectively

  • Displays accountability

  • Displays emotional intelligence

  • Drives innovation and change

  • Drives quality and results

  • Makes decisions effectively

  • Builds and supports diversity

  • All employees must:

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