Reports Analyst

Systems Integration, Inc. (SII); Bethesda (MD); On-site; USD 55,000 - 85,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Reports Analyst to support a government-contracted contact center by developing, validating, and analyzing reports, dashboards, KPI summaries, and operational metrics.

You will also contribute to invoice-support data and ad hoc reporting deliverables. You will coordinate with the Workforce and Reporting Manager, Operations Manager, Program Manager, and government stakeholders to ensure data quality, timely insights, and alignment with QASP and PWS

Qualifications

• Experience in reporting, data analysis, dashboards, Excel, Power BI.
• Familiarity with workforce or contact center reporting or business analysis.
• Strong data quality, documentation, and communication skills.
• Ability to satisfy background investigation requirements.

Responsibilities

• Produce daily, weekly, monthly, quarterly, annual, ad hoc, invoice-support, and special reports.
• Analyze KPI performance, contact volumes, trends, service levels, QA metrics, and operational outcomes.
• Support dashboards, data validation, report automation, and management analysis.
• Coordinate with the Workforce and Reporting Manager, Operations Manager, Program Manager, and government stakeholders.
• Support QASP and PWS reporting requirements.

Skills

Reporting

Data analysis

Dashboards

Excel

Power BI

KPI reporting

Communication

Tools

Genesys

Salesforce

Workforce management tools

Job description

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Reports Analyst to support a government-contracted contact center by developing, producing, validating, and analyzing reports, dashboards, KPI summaries, operational metrics, invoice-support data, and ad hoc reporting deliverables.

Key Responsibilities

• Produce daily, weekly, monthly, quarterly, annual, ad hoc, invoice-support, and special reports.
• Analyze KPI performance, contact volumes, trends, service levels, QA metrics, and operational outcomes.
• Support dashboards, data validation, report automation, and management analysis.
• Coordinate with the Workforce and Reporting Manager, Operations Manager, Program Manager, and government stakeholders.
• Support QASP and PWS reporting requirements.

Qualifications

• Experience in reporting, data analysis, dashboards, Excel, Power BI, workforce or contact center reporting, or business analysis.
• Strong data quality, documentation, and communication skills.
• Familiarity with Genesys, Salesforce, workforce management tools, and contact center KPIs preferred.
• Ability to satisfy background investigation requirements.