Reporting Analyst – Contact Center Operations

XAD Technologies; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Company provided visa

Health insurance

Yearly airfare

Job summary

XAD Technologies in Dubai is seeking a highly analytical Reporting Analyst to support Contact Center operations through data-driven reporting dashboard development and performance analytics, using Power BI.

You will transform operational data into actionable insights to improve workforce productivity, SLA performance, and decision-making across multiple Lines of Business, with a focus on executive-level reporting.

Qualifications

• Bachelor's degree in a related field.
• 35 years of experience in Reporting Analytics MIS Reporting Business Intelligence or Contact Center Analytics.
• Experience in Contact Center Telecom BPO or Operations environments preferred.

Responsibilities

• Develop interactive dashboards and automated reports using Power BI.
• Analyze Contact Center KPIs including SLA AHT productivity occupancy adherence utilization and customer experience metrics.
• Prepare executive reports, business reviews and presentation-ready insights.
• Monitor operational performance trends and provide actionable recommendations.
• Perform root cause analysis and identify improvement opportunities.
• Support forecasting, workforce analytics and operational planning activities.
• Automate reporting processes and improve reporting accuracy and efficiency.
• Coordinate with Operations, WFM, Quality and leadership teams for reporting and analytics requirements.
• Maintain reporting databases, data integrity and visualization standards.
• Support continuous improvement initiatives through analytical insights and performance reporting.

Skills

Analytical mindset

Attention to detail

Stakeholder management

Communication skills

Education

Bachelor's degree in Business Administration Statistics Mathematics Computer Science Data Analytics or related field

Tools

Power BI

MS Excel

SQL

PowerPoint

Job description

About the Role

We are seeking a highly analytical Reporting Analyst to support Contact Center operations through data-driven reporting dashboard development and performance analytics.

The role is responsible for transforming operational data into actionable insights using Power BI advanced analytics and executive-level reporting to improve operational efficiency workforce productivity SLA performance and decision-making across multiple Lines of Business (LOBs).

Key Responsibilities

• Develop interactive dashboards and automated reports using Power BI
• Analyze Contact Center KPIs including SLA AHT productivity occupancy adherence utilization and customer experience metrics
• Prepare executive reports business reviews and presentation-ready insights
• Monitor operational performance trends and provide actionable recommendations
• Perform root cause analysis and identify improvement opportunities
• Support forecasting workforce analytics and operational planning activities
• Automate reporting processes and improve reporting accuracy and efficiency
• Coordinate with Operations WFM Quality and leadership teams for reporting and analytics requirements
• Maintain reporting databases data integrity and visualization standards
• Support continuous improvement initiatives through analytical insights and performance reporting

Qualifications & Experience

• Bachelors Degree in Business Administration Statistics Mathematics Computer Science Data Analytics or related field
• 35 years of experience in Reporting Analytics MIS Reporting Business Intelligence or Contact Center Analytics
• Experience in Contact Center Telecom BPO or Operations environments preferred

Technical Skills

• Advanced Power BI expertise (Dashboards DAX Data Modeling Visualization)
• Advanced MS Excel skills (Pivot Tables Power Query Macros Advanced Formulas)
• Working knowledge of SQL MS Access and reporting databases
• Strong PowerPoint and executive presentation skills

Behavioral Competencies

• Strong analytical mindset and problem-solving capability
• Excellent data interpretation and visualization skills
• High attention to detail and reporting accuracy
• Strong stakeholder management and communication skills
• Ability to work under pressure in a fast-paced environment
• Strong coordination and cross-functional collaboration skills

• Company provided visa
• Health insurance
• Yearly Airfare