WHO WE ARE:
Konecta is a leading global service provider in customer management, business process, and digital outsourcing, with 120,000 employees working in 30 languages across 4 continents and 26 countries. We offer end-to-end customer management solutions—including acquisition, retention, customer service, technical support, and collections—powered by world-class expertise in customer experience, process management, and digital technologies. Headquartered in Madrid, Konecta generates €2 billion in global revenues and serves 500+ clients across telecoms, energy, banking, mobility, retail, and e-commerce.
📊 Reporting Analyst – Global BPO Operations:
We are looking for a Reporting Analyst to drive data-informed decisions across international BPO operations. You will design, maintain, and optimize reporting frameworks, KPIs, and dashboards to measure operational performance, customer satisfaction, and workforce efficiency.
Key Responsibilities:
- Collect, clean, and analyze large volumes of structured and unstructured data from multiple global sources.
- Develop, automate, and maintain dashboards and reports (Looker, Power BI) to monitor key KPIs.
- Perform root cause analysis, trend forecasting, and provide actionable insights to leadership and clients.
- Collaborate with global teams (WFM, Quality, Training, Client Services) to standardize metrics and reporting practices.
- Translate complex data into clear, visual presentations and reports.
- Support RFPs, audits, and contract reviews with performance evidence.
- Drive continuous improvement through automation, AI insights, and new analytics tools.
Must-Have Qualifications:
- 4+ years in global reporting, analytics, or business intelligence within BPO, shared services, or high-volume customer operations.
- Advanced Excel, SQL, Looker, Power BI skills.
- Strong analytical mindset and attention to detail.
- Deep understanding of customer experience and service delivery metrics.
- Ability to synthesize complex data into actionable insights.
- Excellent communication skills and project management capabilities.
- Bachelors in Statistics, Math, Computer Science, Business Analytics, or related field.
- Fluent in English (additional languages a plus).
Preferred:
- Experience with WFM, QA, or gamification tools (Centrical, NICE, Genesys).
- Knowledge of ETL processes, data warehousing, predictive modeling, and customer analytics.
- Data analytics certifications (Tableau, Power BI).
Success Looks Like:
- Timely delivery of accurate, actionable reports.
- Enables fast, informed decisions by leadership.
- Standardizes and elevates reporting practices globally.
- Proactively identifies risks and opportunities from data trends.
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