Insights and Reporting Analyst

Responsibilities

• Design, build, and maintain dashboards and reports that track contact center performance metrics including service levels, handle time, occupancy, adherence, and queue health.
• Monitor and analyze agent and queue-level trends, identifying patterns and surfacing anomalies to WFM and Operations leadership.
• Deliver recurring and ad hoc reporting for stakeholders across Customer Success, Finance, and HR.
• Partner with the WFM team to ensure reporting supports forecasting and scheduling decisions with timely, accurate data.
• Develop self-serve reporting tools that reduce manual work and improve data accessibility across the organization.
• Document data definitions, reporting logic, and dashboard methodology to ensure consistency and trust in the data.
• Collaborate with BI, IT, and data engineering teams on data pipelines, tool integrations, and reporting infrastructure improvements.

Requirements

• BS/BA in Business, Analytics, Statistics, or a related field, or equivalent work experience
• 2 - 4 years of experience in a reporting, analytics, or business intelligence role, preferably in a contact center or Customer Success environment
• Proficiency in BI and data visualization tools such as Tableau, Looker, or Power BI
• Strong working knowledge of SQL for data querying and manipulation

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Company Intel

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