Enablement Performance Analyst

Role Summary

This role provides strategic leadership and programmatic coordination for the contact center sales enablement function, aligning initiatives with organizational goals and driving performance across customer segments. The Call Center Reporting, Performance & Resource Specialist plans and delivers cross-functional projects, builds and maintains reporting frameworks, collaborates with workforce management, and develops enablement resources to empower frontline success.

Key Responsibilities

• Data Reporting & Analysis
• Build and maintain dashboards to track agent assignments, team performance, and segment trends; deliver actionable insights to leadership.
• Create and manage reporting structures for agent, team, offer, and segment performance.
• C Conduct competitive intelligence analysis to inform strategy.
• Collaboration with Workforce Management
• Partner with WFM for resource planning and scheduling.
• Support operational efficiency during events and training.
• Ensure alignment between workforce planning and performance goals.
• Enablement & Resource Development
• Create quick reference guides (QRGs), scripts, and learning materials in collaboration with Sales and L&D.
• Work with field and vendor partners to ensure alignment of promotions and collateral.
• Partner with campaign teams to manage Salesforce assignments, streamline processes, and ensure timely information flow across internal teams.
• Support engagement events, contests, documentation, and change adoption strategies.
• Maintain compliance with policies and SOPs; oversee documentation governance.

What we are looking for:

• 1+ years of experience in a call center, reporting, analytics, or related operational support role.
• Bachelor’s degree preferred; additional equivalent experience accepted in lieu of degree.
• 1+ year of demonstrated experience creating dashboards and reports in Microsoft Excel, including pivot tables, VLOOKUP, and advanced formulas.
• 1+ year of experience using reporting or BI tools to analyze and visualize data.
• 1+ year of experience managing, updating, and assigning records in Salesforce or similar CRM systems.
• Documented success analyzing data sets and producing actionable insights that improved performance.
• Proven track record of completing projects on time while managing multiple priorities.
• 1+ year of experience collaborating with cross-functional teams to implement process improvements.
• 1+ year of experience producing accurate documentation and delivering concise updates to stakeholders.

Why Join Us?

• Competitive Pay
• Flexible Time Off Options
• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses and exciting contests.
• Career pathing opportunities.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.