Reporting Analyst – Contact Center Operations
This role at Xad Technologies focuses on supporting Contact Center operations through data-driven reporting and dashboard development. The analyst will transform operational data into actionable insights to improve performance metrics like SLA, AHT, and workforce productivity. Candidates are required to have strong skills in Power BI, Excel, and SQL to automate reporting and drive decision-making. The position coordinates across various functional teams including WFM and Operations to maintain data integrity and support continuous improvement.
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Experience
3-5 years
Function
Operations
Work mode
Onsite, United Arab Emirates
Company
Tier 2
What you will work on
This role at Xad Technologies focuses on supporting Contact Center operations through data-driven reporting and dashboard development. The analyst will transform operational data into actionable insights to improve performance metrics like SLA, AHT, and workforce productivity. Candidates are required to have strong skills in Power BI, Excel, and SQL to automate reporting and drive decision-making. The position coordinates across various functional teams including WFM and Operations to maintain data integrity and support continuous improvement.
TAL's take
Clear, well-defined role in operations, but lacks specific brand recognition for a tier 1 designation.
The JD is very clear regarding the specific tools, KPIs, and operational responsibilities for the role.
Must haves
- Bachelor's degree in Business, Statistics, CS, or related field
- 3–5 years experience in Reporting Analytics or Contact Center Analytics
- Advanced Power BI expertise including DAX and data modeling
- Advanced MS Excel skills including macros and Power Query
- Working knowledge of SQL and MS Access
Tools and skills
About the company
unfamiliar company, default mid-tier