Reports Analyst

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards covering service level, AHT, occupancy, shrinkage, adherence, and forecast accuracy
• Extract and consolidate data from ACD, WFM, CRM and HR systems
• Analyse trends and provide insight and recommendations to leadership
• Ensure data accuracy, consistency and a single source of truth across reporting
• Support ad-hoc analysis and business reviews
• Maintain report documentation and definitions

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre
• Strong understanding of contact centre and WFM metrics
• Proven ability to turn raw data into clear, accurate reporting
• Advanced Excel (pivot tables, complex formulas)
• SQL and BI tools (Power BI / Tableau) strongly preferred; WFM and ACD reporting