Senior Analyst, Reporting & Insights

Position Summary

The Senior Analyst, Reporting & Insights drives operational visibility and informed decision-making across Customer Care by delivering accurate, timely, and actionable data insights. This role partners with key stakeholders across Customer Care, Business Transformation, Workforce Management, Quality, and centralized data teams to translate complex business needs into meaningful reporting and analysis that improves performance outcomes and supports ongoing transformation initiatives.

Essential Duties And Responsibilities

• Analyze call center performance and quality metrics, including Quality Assurance scores, trending topics, CSAT and NPS survey results, and other qualitative and quantitative KPIs.
• Develop and deliver end-of-month, recurring, and ad hoc reports for operational leadership and executive audiences, ensuring accuracy, timeliness, and relevance.
• Build, maintain, and enhance dashboards and reporting solutions using BI tools and governed datasets in Salesforce, Tableau, or equivalent platforms.
• Translate complex datasets into clear, actionable insights and business recommendations that drive performance improvements and operational efficiencies.
• Develop data-driven narratives and visualizations for executive presentations, ensuring content is concise, compelling, and business-relevant.
• Partner with business stakeholders to define reporting requirements, document specifications, and ensure solutions meet current and evolving operational needs.
• Collaborate with BI engineers and data teams to maintain data integrity, improve reporting infrastructure, and advance the overall analytics environment.
• Champion the development of new reporting that provides a unified, enterprise-wide view of Customer Care performance.
• Identify trends, root causes, and measure the impact of process and system changes post-implementation to support continuous improvement efforts.

Required Experience

• Minimum five (5) years of experience in reporting, analytics, or business analysis.
• Minimum two (2) years of operations, call center or customer service-related experience.
• Strong analytical and critical-thinking skills with the ability to interpret large datasets, identify patterns, and draw meaningful, business-relevant conclusions.
• Advanced proficiency in Microsoft Excel and BI tools such as Tableau, Salesforce, or equivalent platforms.
• Excellent verbal and written communication skills; demonstrated ability to present complex data clearly and compellingly to diverse audiences.
• Experience gathering, documenting, and validating business requirements in collaboration with cross functional stakeholders.
• Ability to manage multiple projects and competing priorities in a fast-paced, deadline-driven environment.

Qualifications and Competencies

• Required: Bachelor’s degree in business, Mathematics, Statistics, Data Science, or related field.
• Preferred: Master’s Degree and/or PhD in Business, Mathematics, Statistics, Economics, Computer Science, Finance, or other quantitative fields.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor’s degree in business, Mathematics, Statistics, Data Science, or related field.

Travel

• 0-10% - as required on an as needed basis.

Qualifications

• Must have authorization to work in the United States.

Work Schedule

• Ability to work between the hours of 8AM-6PM Monday through Friday and weekends as needed.