Reports Analyst

Job Description

Why Work with .ppl Solutions, Inc.?

At .ppl Solutions, Inc., we believe that outstanding solutions are driven by amazing

people. With over 100 years of combined industry experience, our leadership team is

passionate about fostering a culture that supports and empowers everyone. We are

committed to providing an environment where likeminded problem-solvers who strive for

excellence can thrive—and have fun in the process.

We offer numerous growth opportunities, including robust training and workshops, to

help you become the best version of yourself. As part of our team, you'll be surrounded

by fun-loving, transformative people who are ready to take on any challenge and are

deeply driven to deliver exceptional results.

What does this mean for you? It means you'll be joining a team that values

collaboration, growth, and client success. As our partner, you'll be part of a company

that's passionate about delivering top-notch solutions, helping clients achieve their

business strategies and ultimate satisfaction.

If you're someone who is ready to contribute, grow, and make an impact, we'd love to

have you join us at .ppl Solutions, Inc.

About The Client

Crexendo, Inc. (NASDAQ:CXDO), an award-winning software technology company

with over 6 million users that is a premier provider of cloud communication platform

software and unified communication as a service (UCaaS) offerings, including voice,

video, contact center, and managed IT services tailored to businesses of all sizes.

Job Overview

We are seeking a detail-oriented and data-driven Reports Analyst with at least 3 years

of experience in a BPO setting to support our operations teams. This role is critical in

generating accurate, timely, and actionable reports that provide visibility into key metrics

across service delivery, quality assurance, and other areas of operations.

The ideal candidate has a solid understanding of BPO performance metrics, is skilled in

reporting tools, and thrives in a fast-paced, high-volume environment.

Key Responsibilities

• Generate daily, weekly, and monthly operations reports, including SLA/KPI

performance, productivity, AHT, attendance, shrinkage, and utilization.

• Consolidate and analyze data from multiple sources such as dialer systems,

CRMs, WFM tools, and internal databases.
• Create dashboards and visual reports using Excel, Google Sheets, Power BI, or

Tableau to support team leads, operations managers, and clients.

• Perform root cause analysis for performance dips and provide data-backed

insights and recommendations.

• Coordinate with operations, QA, and other relevant teams to ensure reporting

requirements and deadlines are consistently met.

• Ensure data accuracy and integrity in all reports; conduct periodic audits and

validations to flag inconsistencies.

• Automate recurring reports where possible to improve efficiency and minimize

manual errors.

• Support ad-hoc reporting needs for internal teams and client presentations.

• Document report logic, processes, and data sources to maintain consistency and

support knowledge transfer.

Qualifications

• Bachelor's degree in Business Administration, Statistics, or a related field.

• Minimum of 3 years experience in a reporting or analyst role within a BPO

environment.

• Strong understanding of BPO metrics (e.g., SLA, AHT, FCR, QA scores, CSAT, NPS).

• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, advanced

formulas, macros); experience with Google Sheets is a plus.

• Familiarity with reporting and data visualization tools such as Power BI, Tableau, or

Google Data Studio, an advantage.

• Basic SQL knowledge for querying databases is a plus.

• Strong analytical, problem-solving, and organizational skills.

• Ability to handle multiple requests and meet tight deadlines with accuracy.

• Good communication skills and ability to translate data into clear, actionable

insights.