Caleb Jeffreys

I’m an Operations & MI Reporting Analyst with 3 years’ experience in a live UK-facing BPO, where I built automated Excel reporting systems that drove performance tracking for roughly 500 agents across 35 teams and 7 departments. I turn messy raw system exports into self-updating dashboards covering SLA, productivity, KPIs, complaints, incentives and attendance—so agents, team leaders, and operations managers have a single, reliable view of performance.

My work focuses on making reporting fast, consistent, and self-service. I built the reporting backbone: one set of automated Excel workbooks where managers paste raw exports and the file cleans, maps, and distributes performance data across every agent, team, and department—removing hours of manual updating each week. I also designed manager views that expose average/longest/shortest call times and a full time-utilisation breakdown (productive time, breaks, wrap, hold) scored against productivity targets, plus an SLA tracker that applies the correct queue window and flags how close cases are to (or past) breach.

I’ve strengthened operational outcomes by linking measurement to action—automating incentive calculation with eligibility rules and absence/lateness disqualifiers, improving complaints resolution from ~40% to a consistent ~50%, and giving teams clear visibility of completed, missed, and overdue work. Alongside MI, I owned Weekly Business Review reporting—consolidating operational data, writing commentary, and preparing slides—while growing my internal tools capability using AI-assisted development tools (Claude Code, Codex).