Remote Workforce Analytics & Reporting Analyst

Porch; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Porch Group is seeking a Workforce Management Data Analyst to build and maintain reporting across the contact center. The role partners with Operations, QA and Leadership to translate data into actionable recommendations, leveraging Salesforce, Excel, Power BI, and other systems to drive efficiency and customer experience.

The ideal candidate will create recurring reports, dashboards, and tools that monitor performance, productivity, CSAT, FCR, and revenue-related metrics, while maintaining data

Qualifications

• Bachelor’s degree or higher in a related field.
• 2+ years in business analytics, data analysis, or workforce management analytics.
• Advanced proficiency in Excel, including Power Pivot and Pivot Tables.
• Experience with Salesforce reporting and dashboards.
• Experience with Power BI/Tableau or similar BI platforms.

Responsibilities

• Design and maintain reports, dashboards, and scorecards for Contact Center leadership.
• Extract and validate data from Salesforce and other systems.
• Automate recurring reports using Excel, Power Pivot, and BI tools.
• Provide insights on performance, CSAT, FCR, productivity and KPIs.
• Develop dashboards for sales performance, revenue, and agent metrics.
• Prepare executive summaries and respond to ad hoc requests.
• Collaborate with Operations, QA, and Leadership to meet reporting needs.

Skills

Advanced Excel

Pivot Tables

Data analysis

English communication

Education

Bachelor’s degree in Business, Finance, Statistics, Mathematics, Data Analytics, Information Systems, or related field

Tools

Salesforce

Power BI

Tableau

SQL basics

Job description

Porch Group is seeking a Workforce Management Data Analyst to build and maintain reporting across the contact center. The role partners with Operations, QA and Leadership to translate data into actionable recommendations, leveraging Salesforce, Excel, Power BI, and other systems to drive efficiency and customer experience.

The ideal candidate will create recurring reports, dashboards, and tools that monitor performance, productivity, CSAT, FCR, and revenue-related metrics, while maintaining data