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Reporting & Planning Analyst (4509)

Purpose of the role:

This high-level customer service function is responsible for development of data structures and load processes, business intelligence/reporting, and the provision of high-quality management information to support forecasting and planning activities, performance and service level management, and business development and decision making.   


  •  Drive the optimisation of CS reporting landscape through specification and implementation of data requirements and report development/enhancement.
  • Maintain up-to-date and detailed documentation of current reporting landscape (specifications, definitions, known issues/incompatibilities, SQL queries…).
  • Validate CS data and resolve data quality incidents in collaboration with internal and external stakeholders.
  • Prepare and deliver monthly departmental performance reports, executive summaries, and analyses to internal and external stakeholders. 
  • Deliver ad-hoc reports and analyses to internal/external stakeholders in order to support business decision making.
  • Participate in CS projects and ventures to ensure project-related data needs are identified and met.
  • Maintain up-to-date documentation on current reporting processes (timelines, distribution lists, etc.)
  • Share team responsibility for administration and business ownership of CS workforce management and activity tracking applications. (Primary responsibility for this task lies with other team members)

Qualifications, experience and knowledge:


  • Degree (university or similar) in a related field
  • Professional experience in performance and KPI reporting within a contact centre environment. A solid understanding of contact centre metrics.
  • Ability to match reporting requests to available data (understand what data supports the business requirement)
  • Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio 2012
  • Advanced knowledge and experience in MS Excel
  • Experience in data validation and investigation of data discrepancies
  • Knowledge and experience in data analysis/business intelligence
  • Some knowledge and experience of database structures, ETL processes, and data requirement engineering/specification.
  • Excellent verbal and written English, strong communication skills.
  • Ability to translate business needs into data requirements. 
  • Collaborative nature, ability to work both independently and as part of a team.
  • A strong sense of initiative, willingness to lead and drive tasks to completion.
  • Ability to understand and basic knowledge of how to document business processes and the connection to data collection points.
  • Ability to work in a fast changing environment and a flexible mind set.
  • A problem-solver character.


  • Experience in MicroStrategy
  • Knowledge and experience in MS Access usage
  • Previous experience of the online gaming industry

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Bulgaria - Sofia
24 Kapitan Dimitar Spisarevski, Sofia, Bulgaria
  • Location:
    Bulgaria - Sofia
  • Category:
    Customer Service
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