Description We are seeking an experienced Business Reporting Analyst to support enterprise contact center operations through the development of reporting, analytics, and business intelligence solutions. This senior-level role is responsible for identifying data requirements, ensuring data integrity, and delivering actionable insights that drive operational performance and strategic decision-making.
The ideal candidate possesses strong analytical and technical skills, experience with contact center technologies, and the ability to translate complex business requirements into meaningful reports, dashboards, and performance metrics.
**Position is fully onsite in Newark, CA 94560**
**Position is potential contract to hire based on performance - 6-month contract to start out**
Key Responsibilities
- Partner with operational leaders, workforce management teams, project managers, and business stakeholders to understand reporting needs and define key performance metrics.
- Translate business and reporting requirements into technical specifications, report designs, and dashboard solutions.
- Design, develop, maintain, and optimize operational reports, scorecards, dashboards, and data visualizations.
- Extract, integrate, and analyze data from multiple enterprise systems and data sources.
- Develop and maintain databases, reporting repositories, and business intelligence solutions that support organizational objectives.
- Ensure the quality, accuracy, and integrity of data used for reporting and analytics.
- Identify trends, patterns, and opportunities for operational improvement through data analysis.
- Develop new performance metrics and reporting methodologies to measure business outcomes.
- Support ad hoc reporting requests from leadership and departmental stakeholders.
- Conduct report testing, validation, and troubleshooting to ensure reliability and accuracy.
- Document reporting processes, data definitions, and reporting standards.
- Serve as a subject matter expert and mentor to junior analysts when needed.
Requirements Contact Center & Platform Analytics
- Analyze data from cloud and on-premise contact center platforms, including CCaaS environments.
- Develop reporting and dashboards related to contact center performance, customer experience, workforce management, quality assurance, and operational efficiency.
- Integrate data from contact center platforms, workforce management tools, CRM systems, IVR platforms, quality monitoring applications, and other enterprise systems.
- Create reporting solutions that provide visibility into call volume, service levels, agent performance, routing effectiveness, customer experience, and other key operational metrics.
Required Qualifications
Education
- Bachelor's degree in Business, Analytics, Information Systems, Computer Science, Statistics, or a related field; or equivalent combination of education, training, and relevant experience.
- Master's degree preferred.
Experience
- 3-5+ years of experience in business reporting, data analytics, business intelligence, or data management.
- Experience working with relational databases and SQL.
- Experience developing reports, dashboards, and analytical solutions.
- Experience with data extraction, transformation, and integration processes.
- Contact center, customer service, or healthcare industry experience is a plus.
Technical Skills
- Strong knowledge of relational databases, data modeling, and SQL query development.
- Experience building and querying complex datasets from multiple data sources.
- Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
- Experience with business intelligence and reporting tools.
- Ability to understand database structures, table relationships, and data flows.
Preferred Experience
- Experience with contact center platforms such as Genesys Cloud CX, NICE inContact, Avaya, Five9, Amazon Connect, Cisco Contact Center, or similar solutions.
- Knowledge of contact center operational metrics, call routing, IVR reporting, workforce management, and customer experience analytics.
- Experience with scripting, automation, or programming languages such as Python, R, or VBA.
- Project management experience is a plus.
Core Competencies
- Strong analytical, quantitative, and problem-solving skills.
- Ability to interpret complex data and communicate insights to both technical and non-technical audiences.
- Excellent written and verbal communication skills.
- Ability to present findings and recommendations to stakeholders at all levels of the organization.
- Strong collaboration and relationship-building skills.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Creative thinker with a continuous improvement mindset.
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