Contact Center Reporting Analyst

About the role

This position improves decision-ready analysis while supporting customer communication, contact-center support, outreach, quality, workforce, communications, and service operations. The role focuses on contact center reporting analytical review within contact center service support, ensuring owners, evidence, and next actions are visible.

Responsibilities

• Coordinate the Contact Center Reporting Analyst workflow by helping the team investigate anomalies instead of masking them.
• Review the workflow by documenting calculations and assumptions.
• Maintain the workflow by translating findings into practical next actions.
• Track the workflow by validating source data before analysis.
• Own the workflow by building reports around clearly defined metrics.

Success Profile

• Use Status Reporting and Contact Center Reporting Analytical Review confidently in contact center service support.
• Apply Trend Analysis while tracking exceptions, owners, and deadlines.
• Document Root Cause Analysis decisions clearly for teammates to follow.
• Use sound judgment around KPI Tracking, especially when escalation is required instead of assumption.

Quality Standard

The role is successful when decision-ready analysis becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

Pay

Base salary: $44,000–$66,000 per year.

Schedule

Full-time, 100% remote within the United States.