Call Center Report Analyst

Responsibilities

• Develop and deliver all required reports (daily, weekly, monthly, and ad hoc).
• Analyze performance data: Interpret contact center metrics (SLA, AHT, FCR, volume trends) to identify issues and insights.
• Support decision-making: Provide data-driven recommendations to improve operations and service delivery.
• Ensure data accuracy: Validate and maintain integrity of all reporting data and systems.
• Customize reports: Tailor reports to meet DOL stakeholder requirements and evolving needs.
• Track KPIs: Monitor performance against contractual metrics and highlight variances.
• Collaborate with teams: Work with Operations, QA, and Workforce Management to align reporting with operational realities.
• Support compliance: Ensure reporting meets contract requirements and audit readiness.

Requirements

• Bachelor's degree in: Data Analytics, Business, Information Systems, or related field
• Equivalent experience may be considered
• Experience: 5+ years of experience in: Data analysis and reporting, Contact center or operations analytics (preferred)
• Experience: Working with: Large datasets, Performance metrics and KPIs, Supporting: Federal or regulated environments (preferred)
• Technical Skills: Proficiency in: Excel (advanced functions, pivot tables), Data visualization tools (e.g., Power BI, Tableau), Experience with: CRM systems, Call center reporting tools (ACD, IVR analytics), Basic knowledge of: SQL or data querying (preferred)