About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are looking for a Reporting Analyst to join our global team centered on People Analytics. This role focuses on collecting data, conducting analysis, and reporting on global employee sentiment and attrition data.
The ideal candidate will be responsible for managing global reports (e.g., Global Attrition, Regional Attrition, Employee Sentiment/Engagement, etc.), maintaining the accuracy of our reporting dashboards, preparing summaries and analysis, and delivering actionable insights to various stakeholders. Additionally, this role will support other People Solutions reporting and key initiatives as needed.
As a Reporting Analyst, Global Employee Experience, You Will…
- Focus on global people analytics.
- Prepare and distribute monthly/quarterly global employee sentiment reports (ie: Onboarding, Training, Exit, VOA/VOE, etc.)
- Analyze all employee sentiment/engagement data, outlining key trends and areas of focus/strength.
- Send/distribute bi-weekly global attrition reports, outlining areas of focus/strength by region and program.
- Support the set-up of employee sentiment surveys, which include testing functionality in all regions, aligning with regional teams, addressing any questions/concerns, troubleshooting, etc.
- Provide support to internal team members and cross-functional teams as needed to deliver ad-hoc attrition/engagement reports, survey maintenance/changes, etc.
As a Reporting Analyst, Global Employee Experience, You Need…
- High school diploma or equivalent (required).
- Some post-secondary education or completed post-secondary degree (preferred).
- Proven experience as a Reporting Analyst, Business Analyst, or BI Analyst, ideally within a BPO or contact center environment.
- Strong proficiency in Google Looker Studio for building and maintaining dashboards (preferred).
- Basic knowledge of SQL for data exploration and validation (preferred).
- Experience working with BigQuery or large operational datasets (preferred).
- Solid understanding of HR metrics, contact center KPIs, and operational performance indicators.
- Clear, structured written and verbal communication skills to support global stakeholders.
- Strong analytical thinking skills with close attention to detail.
- Strong sense of ownership, accountability, and self-motivation.
- Ability to work independently while collaborating effectively with peers and leadership.
- Proactive approach to problem-solving and process improvement.
- Excellent time management, prioritization, and organizational skills.
- Advanced proficiency in data management tools, including Google Sheets and Microsoft Excel (pivot tables, complex formulas, etc.).
- Tech-savvy mindset with the ability to quickly adapt to and recommend new data management and analytics tools.
- Proven ability to interface with regional leaders and address ad hoc analytics requests effectively.
- Experience preparing executive-level reporting and presenting key insights and data trends.
- Strong understanding of core business operations and key organizational functions, including:
- Frontline agent responsibilities and support team dynamics.
- Cross-functional collaboration across campus, operations, and corporate teams.
- How Employee Experience (EX) programs align with corporate and operational targets.
- The end-to-end employee lifecycle, including onboarding and training.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.
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