I have a BPO experience for 10 years, which involves service delivery, reporting, work force management and quality assurance.
Service delivery - Manage team members and their individual KPI performance.
Reporting -I create and update Dashboards for employees performance, Retail and Finances, anything that you can think of whenever tracking is needed at one glance.
WFM - scheduling assistant for headcount recon (identifying Forecast Vs. Actual HC)
Quality Assurance - Measures quality of calls per required parameter.