Specialist, CX Reporting

About the role

This role prepares and delivers daily, weekly and monthly Customer Experience (CX) performance reports across Voice, Chat and other customer service channels. It also develops and maintains interactive dashboards and supports Workforce Management activities.

Key responsibilities

• Prepare and deliver daily, weekly and monthly CX performance reports across Voice, Chat and other channels.
• Develop, maintain and optimise dashboards and reports using Power BI and Microsoft Excel.
• Extract, validate, transform and analyse large datasets with SQL, Excel and Power Query.
• Monitor contact center KPIs such as Service Level, Abandonment Rate, AHT, ASA, CSAT, productivity and schedule adherence.
• Analyse trends, identify gaps and recommend improvements.
• Automate recurring reporting and support WFM activities such as forecasting, capacity planning and scheduling analysis.
• Collaborate with Operations, WFM, IT and others on data integrity and reporting quality.
• Perform ad hoc analysis and reporting as requested.

Required profile

• Bachelor's degree in Data Analytics, IT, Business Administration, Statistics or a related field.
• At least 1 year of experience in reporting, MIS or data analysis.
• Experience in banking, contact centers or customer experience is an advantage.
• Detail-oriented, able to meet deadlines, with good communication and teamwork skills.

Required skills

• Proficiency in Microsoft Excel (PivotTables, XLOOKUP, advanced formulas).
• Working knowledge of SQL and Power BI (Power Query, DAX, dashboards).
• Knowledge of Python, ETL or report automation is a plus.