Data Analyst
ITCON Services · Nashville, TN · 7 mo ago
On-siteInformation TechnologyFull-time
Role Summary
The Data Analyst supports operational performance, forecasting, and reporting for the 287(g) Contact Center, ensuring leadership has accurate insights into call volumes, trends, and workforce needs.
Key Responsibilities
- Analyze call volume, handle time, and performance data to identify trends
- Develop workload forecasts to support staffing and scheduling
- Produce dashboards and reports for ICE and internal leadership
- Support quality assurance analytics and compliance monitoring
- Identify operational risks and improvement opportunities
- Ensure data accuracy and integrity across all reporting systems
Requirements
- Must be a United States Citizen
- Bachelor's degree in data analytics, statistics, or related field
- 2-4 years of analytical experience, preferably in contact center or federal operations
- Proficiency with Excel, SQL, and BI tools
- Strong quantitative and problem-solving skills
- Ability to obtain required clearances
Preferred Qualifications
- Experience with workforce management analytics
- Familiarity with Client/ICE reporting requirements
- Experience with forecasting models