Contact Center Reporting Analyst

About the role

GoHiya is seeking a Contact Center Reporting Analyst for hands-on work centered on decision-ready analysis and the day-to-day demands of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on contact center reporting analytical review to surface incomplete information before it becomes downstream rework.

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

Responsibilities

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

The practical outcome is dependable decision-ready analysis: clean records, explicit ownership, timely escalation, and fewer downstream fixes.

Skills

• Use Contact Center Reporting Analyst Workflow and Reporting confidently.
• Apply Contact Center Reporting Analytical Review while tracking exceptions, owners, and deadlines.
• Document research decisions clearly so another teammate can follow the reasoning.
• Use sound judgment in stakeholder communication, especially when escalation is required.

Pay

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