Overview
Reporting Analyst – Contact Center Operations at XAD Technologies — Dubai, United Arab Emirates. ## 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).
Full 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
- Bachelor's Degree in Business Administration, Statistics, Mathematics, Computer Science, Data Analytics, or related field
- 3–5 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
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