Contact Center Reporting Analyst

About the role

The Contact Center Reporting Analyst role connects decision-ready analysis with the broader operating needs of customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on contact center reporting analytical review within customer support outsourcing, ensuring decisions are grounded in current records rather than memory or guesswork. Strong performance is measured through fewer avoidable corrections, timely follow-through, and records that make the next action obvious.

Responsibilities

• Own the Contact Center Reporting Analyst workflow by validating source data before analysis.
• Coordinate the workflow by building reports around clearly defined metrics.
• Review the workflow by investigating anomalies instead of masking them.
• Maintain the workflow by documenting calculations and assumptions.
• Track the workflow by translating findings into practical next actions.
• Ensure remote execution leaves decision-ready analysis accurate, secure, traceable, and ready for the next authorized teammate.

Skills

• Use Status Reporting and Report Automation confidently in contact center reporting analytical review.
• Apply Contact Center Reporting Analysis without losing track of exceptions, owners, or deadlines.
• Document Root Cause Analysis decisions clearly enough for another teammate to follow the reasoning.
• Use sound judgment around KPI Tracking, especially when escalation is required instead of assumption.

Pay

Base salary: $55,000–$78,000 per year.

Schedule

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