WHO WE ARE:Konecta is a leading global service provider in customer management, business process, and digital outsourcing, with 120,000 employees working in 30 languages across 4 continents and 26 countries. We offer end-to-end customer management solutions—including acquisition, retention, customer service, technical support, and collections—powered by world-class expertise in customer experience, process management, and digital technologies. Headquartered in Madrid, Konecta generates €2 billion in global revenues and serves 500+ clients across telecoms, energy, banking, mobility, retail, and e-commerce.
???? Reporting Analyst – Global BPO Operations:We are looking for a Reporting Analyst to drive data-informed decisions across international BPO operations. You will design, maintain, and optimize reporting frameworks, KPIs, and dashboards to measure operational performance, customer satisfaction, and workforce efficiency. Key Responsibilities:Collect, clean, and analyze large volumes of structured and unstructured data from multiple global sources. Develop, automate, and maintain dashboards and reports (Looker, Power BI) to monitor key KPIs. Perform root cause analysis, trend forecasting, and provide actionable insights to leadership and clients. Collaborate with global teams (WFM, Quality, Training, Client Services) to standardize metrics and reporting practices. Translate complex data into clear, visual presentations and reports. Support RFPs, audits, and contract reviews with performance evidence. Drive continuous improvement through automation, AI insights, and new analytics tools.
Must-Have Qualifications:4+ years in global reporting, analytics, or business intelligence within BPO, shared services, or high-volume customer operations. Advanced Excel, SQL, Looker, Power BI skills. Strong analytical mindset and attention to detail. Deep understanding of customer experience and service delivery metrics. Ability to synthesize complex data into actionable insights. Excellent communication skills and project management capabilities. Bachelors in Statistics, Math, Computer Science, Business Analytics, or related field. Fluent in English (additional languages a plus).
Preferred:Experience with WFM, QA, or gamification tools (Centrical, NICE, Genesys). Knowledge of ETL processes, data warehousing, predictive modeling, and customer analytics. Data analytics certifications (Tableau, Power BI).
Success Looks Like:Timely delivery of accurate, actionable reports. Enables fast, informed decisions by leadership. Standardizes and elevates reporting practices globally. Proactively identifies risks and opportunities from data trends.