WFM Reporting Analyst

CallTek is seeking a detail-oriented and data-driven Workforce Reporting Analyst to support workforce management and operational performance through accurate reporting, analytics, and insights. This role focuses on analyzing workforce data, developing dashboards, and providing actionable insights to support strategic decision-making and performance optimization.

The ideal candidate is highly analytical, proficient in reporting tools, and experienced in interpreting workforce metrics within a call center or operations environment.

Key Responsibilities

Extracting, Collecting, and Loading data from different sources such as databases, spreadsheets, and other relevant sources.

Create, Develop and Maintain KPI Dashboards and other reporting.

Analyze data and provide actionable reporting to various levels of the organization.

Demonstrate excellent communications with stakeholders regarding objectives, deliverables, plans and status throughout the reporting lifecycle.

Other duties as assigned.

Requirements

Qualifications

Proven experience in workforce reporting, data analysis, or business intelligence (preferably in a call center or BPO environment).

Knowledge and 2+ years of experience with Power Query and Power BI.

Superior oral and written communication skills.

Knowledge of KPI reporting and benchmark practices, statistical and trending analysis methods.

Ability to multi-task and work independently to complete tasks promptly.

Excellent organizational and prioritizing skills.

Strong follow-up skills with attention to detail.

The ability to work and collaborate with employees at all levels within different offices.

Strong analytical, problem-solving, and decision-making skills.

Ability to work in high-pressure, fast-paced environment.

Ability to give and receive feedback appropriately

Ability to maintain a high degree of confidentiality.

Ability to stay cool and collected in emergency situations.

Willing to work on site.

Willing to work in shifting schedules.

Benefits

Free one meal a day

Emergency Loan and Other Financial Assistance Program

Free 24 Hours snacks and beverages

Health Insurance

Health Subsidy

Interest-Based Clubs

Life Insurance

Team Socialization Allowance

Perfect Attendance Bonus

Quarterly Perfect Attendance Bonus

Year-End Performance Bonus Plan(Company discretion)

And much more

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CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.