Reporting Analyst – BPO Operations

Overview Konecta is hiring a Reporting Analyst with native or bilingual proficiency in English and Spanish to join our dynamic and innovative team. In this key role, you will report and analyze the data of the daily team operations, ensuring exceptional service quality.

Responsibilities Collect, analyze, and validate operational data from multiple sources (CRM, ACD, WFM, QA tools, etc.).

Design and maintain dashboards and standardized reports for internal stakeholders and clients.

Track and monitor KPIs, SLAs, and operational metrics across different campaigns.

Generate ad-hoc reports and insights based on client or management requests.

Identify performance trends, risks, and opportunities for improvement.

Ensure accuracy, consistency, and integrity of all reported data.

Automate reporting processes where possible to improve efficiency and reduce manual effort.

Collaborate with cross-functional teams to interpret data and provide actionable recommendations.

Support client presentations with clear and concise data visualizations and narratives.

Maintain confidentiality of client and company data at all times.

Qualifications Bachelor’s degree in Business, Statistics, Mathematics, Computer Science, or related field (or equivalent experience).

Native / Bilingual level in English and Spanish.

2+ years of experience in reporting, data analysis, or MIS in a BPO / outsourcing environment.

Strong knowledge of KPIs and operational metrics used in BPO (e.g., AHT, FCR, CSAT, NPS, SLA adherence, utilization, shrinkage).

Proficiency in Excel (pivot tables, advanced formulas), SQL, and BI tools (e.g., Power BI, Tableau, Qlik).

Experience with data extraction and manipulation from multiple systems.

Strong analytical and problem-solving skills.

Excellent attention to detail and ability to work with large data sets.

Strong communication skills with the ability to translate data into clear business insights.

Ability to manage multiple priorities and meet strict deadlines.

Preferred skills Experience in automating reporting workflows (e.g., VBA, Python, R).

Knowledge of workforce management concepts and tools.

Previous client-facing reporting experience.

Key competencies Analytical Thinking & Data Accuracy

Proactive Problem-Solving

Client Orientation

Time Management & Prioritization

Communication & Storytelling with Data

What we offer Permanent contract

Multicultural and positive work environment

Ongoing training and professional development

Attractive perks, including access to a discount portal for a wide range of experiences and private health insurance discounts

Exceptional workplace with a modern and pleasant atmosphere - and a spectacular sea view

Location Barcelona, Catalonia, Spain

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