Data Reporting & Visualization

• Prepare and distribute daily, weekly, and monthly performance reports covering key metrics such as call volumes, service levels, productivity, and efficiency indicators.
• Develop interactive dashboards and scorecards to monitor agent, team, and campaign performance.
• Provide trend analysis and actionable insights to help leaders make informed decisions.

Data Integration & Quality Assurance

• Aggregate data from multiple platforms (CRM, dialer, WFM, ACD, HRIS) into unified reporting structures.
• Validate and reconcile data inconsistencies to maintain accuracy and reliability.
• Implement automation for recurring reports to reduce manual effort and minimize errors.

Business Support & Insights

• Collaborate with Operations, Workforce Management, and Quality teams to identify performance gaps and improvement opportunities.
• Deliver real‑time and hist...