About IntouchCX IntouchCX is a general leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job The Reporting Analyst is responsible for providing day-to-day reporting and analytical support to Operations teams across multiple client programs. This role focuses on building, maintaining, and validating dashboards and reports, supporting recurring Business Reviews, and responding to operational requests while ensuring data accuracy and consistency. The Reporting Analyst works closely with Operations stakeholders to translate business questions into clear, reliable insights that support operational decision-making in a fast-paced BPO environment. As a Reporting Analyst, You Will - Develop, maintain, and update daily, weekly, and monthly reports and dashboards for assigned programs. - Ensure accuracy, consistency, and timely delivery of all reporting outputs. - Monitor key contact center metrics and proactively flag anomalies or performance deviations. - Support ad-hoc reporting and analysis requests from Operations leaders. - Prepare and support Weekly, Monthly, Quarterly, and Yearly Business Reviews. - Analyze performance trends, drivers, and variances for business review presentations. - Ensure alignment between dashboards, reports, and business review narratives. - Support Operations leaders with data and insights for internal and external reviews.



- Analyze operational data to identify trends, patterns, and drivers behind performance. - Perform data validation and basic troubleshooting when discrepancies or data quality issues arise. - Use data to explain the root causes behind operational issues in a clear and structured way. - Work closely with Operations teams to understand reporting needs and clarify requirements. - Translate business questions into effective dashboards, reports, and analyses. - Communicate findings clearly to non-technical stakeholders. - Identify opportunities to improve or standardize reports, dashboards, and business review materials. - Escalate recurring issues or automation opportunities to the Supervisor. - Support documentation of reporting logic, definitions, and processes. As a Reporting Analyst, You Need - Experience as a Reporting Analyst, Business Analyst, or BI Analyst, preferably in a BPO / contact center environment. - Strong proficiency in Looker Studio for building and maintaining dashboards. - Solid understanding of contact center KPIs and operational metrics. - Advanced English proficiency (written and spoken) to support North American operations. - Strong analytical thinking and attention to detail. - Ability to manage multiple reporting and business review deadlines. Basic knowledge of SQL for data exploration or validation (not mandatory). - Experience working with BigQuery or large operational datasets. - Exposure to automated reporting pipelines. - Clear and structured communication skills. - Strong sense of ownership and accountability. - Ability to work independently while collaborating closely with supervisors and peers. - Proactive problem-solving mindset. - Comfortable operating in a fast-paced, operationally driven environment.

📌 Reporting Analyst (Business Insights) (Bogotá)
🏢 IntouchCX
📍 Bogotá