Hybrid Contact Center Analytics & Reporting Analyst

Struction Solutions; Quantico (VA); On-site; USD 70,000 - 95,000; Full time

Job description

About the Program

Struction Solutions is a Service‑Disabled Veteran‑Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non‑medical case management. Positions are contingent upon contract award and final customer approval.

Position Summary

The Contact Center Systems / Reporting Analyst supports contractor‑furnished telephony, call management, call recording, backup system readiness, reporting utilities, dashboards, and performance metrics. This role supports operations without replacing Government systems of record.

Key Responsibilities

• Support configuration, monitoring, and reporting for call management, recording, routing, and backup telephony capabilities.
• Develop and maintain dashboards for call volume, ASA, abandonment, outreach cadence, social media engagement, MCWIITS documentation quality, and staffing utilization.
• Support data validation for monthly status reports and ad hoc Government inquiries.
• Coordinate with WWR IT/S‑6, PM/APM, supervisors, and partner leads on access and system issues.
• Support STIG‑aligned endpoint awareness, role‑based access, audit logging, and continuity procedures.
• Provide transition‑in technical support and ongoing improvement recommendations.

Minimum Qualifications

• High school diploma or equivalent required; bachelor’s degree or technical certification preferred.
• At least two years of contact center systems, analytics, reporting, IT support, CRM, call routing, or data operations experience.
• Experience with Microsoft 365, SharePoint, Excel/Power BI, CRM or call center platforms.
• Ability to support sensitive data handling and Government cybersecurity requirements.
• U.S. work authorization required; U.S. citizenship may be required for Government system access.
• Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA, information security, and program‑specific training.
• Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
• Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred Qualifications

• Experience with Microsoft Dynamics 365, Five9, NICE, Genesys, Amazon Connect, Azure Government, Power BI, or FedRAMP‑authorized platforms.
• Knowledge of NIST SP 800‑171, FedRAMP, DoD STIGs, CUI, HIPAA, or Privacy Act support environments.
• Experience supporting 24/7 contact center operations or healthcare/veteran service programs.

Location

• Contractor Facility, Government Facility, Hybrid