Sr. Reporting Analyst

The Sr. Reporting Analyst will report to the Sr. Director, IMS Operations in the call center operations department. This role is pivotal in synthesizing complex data from various sources within our call center operations to provide actionable insights and recommendations to our leadership team. As a Reporting Analyst, you will be responsible for gathering, interpreting, and analyzing data on key performance metrics, and translating your findings into clear, actionable reports that support decision-making and strategic planning for the business.

Duties & Responsibilities:

• Data Exporting & Analysis:Export, clean, and analyze large datasets from various call center systems to identify trends, performance metrics, and areas of improvement.
• Reporting & Data Synthesis:Design, create, and maintain recurring and ad-hoc reports that cover all aspects of call center operations, including but not limited to: call volume, service levels, average handle time, customer satisfaction, agent performance, and more.
• Interpretation & Insights:Interpret data results to provide clear and actionable insights on performance trends and areas of opportunity for operational improvements.
• Recommendations & Decision Support:Work closely with leadership to offer data-driven recommendations to enhance efficiency, customer satisfaction, and overall team performance. Provide actionable insights that align with business objectives.
• Dashboard & Visualization Creation:Build and maintain dashboards to provide real-time insights and key performance indicators (KPIs) for leadership, operations managers, and relevant stakeholders.
• Collaboration & Communication:Present findings to senior management, translating complex data into easy-to-understand reports, presentations, and verbal communication. Collaborate with cross-functional teams (e.g., HR, Training, IT) to ensure data accuracy and alignment with business goals.

Continuous Improvement:Continuously assess and improve reporting processes, tools, and methodologies to ensure timely, accurate, and relevant reporting

Education & Experience:

• 2-4 years of experience in in a reporting, data analysis, or business intelligence role (preferably in a call center or customer service environment).
• Bachelor’s degree in Business, Data Analytics, Statistics, Computer Science, or a related field.

Skills & Abilities:

• Technical Skills:
• Strong proficiency with data analytics and visualization tools (e.g., Excel, Tableau, Power BI, SQL).
• Experience with call center software and systems (e.g., NICE, Genesys, Avaya) is a plus.
• Solid understanding of KPIs and metrics in call center operations.
• Ability to work with large datasets, clean data, and perform statistical analysis.
• Analytical Thinking:Strong problem-solving skills, with the ability to interpret complex data and provide actionable recommendations.
• Communication Skills:Excellent verbal and written communication skills with the ability to present findings and insights to both technical and non-technical stakeholders.
• Attention to Detail:High attention to detail, ensuring that reports and insights are accurate, comprehensive, and aligned with business objectives.
• Time Management:Ability to prioritize tasks effectively in a fast-paced, deadline-driven environment.

Preferred Skills:

• Experience with predictive analytics or machine learning techniques.
• Knowledge of SQL or other database querying tools.
• Familiarity with customer service operations and key performance indicators (KPIs).
• Proficiency in building automated reports and dashboards.

Other Requirements:

• Infrequent travel
  • Ability to provide personal transportation from time to time
• Occasionally lifts up to 25 pounds
• Ability to work overtime
• Prolonged periods of sitting at a desk and working on a computer

Originally posted on Himalayas