Reports Analyst

Systems Integration, Inc.; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

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

You will coordinate with the Workforce and Reporting Manager, Operations Manager, Program Manager, and government stakeholders to ensure data integrity, timely ad hoc deliverables, and effective reporting across multiple channels.

Qualifications

• Experience in reporting, data analysis, dashboards, Excel, and Power BI.
• Strong data quality, documentation, and communication skills.
• Familiar with Genesys, Salesforce, and workforce management tools.
• Ability to satisfy background investigation requirements.

Responsibilities

• Produce daily to annual reports and ad hoc deliverables.
• Analyze KPI performance, contact volumes, trends, and service levels.
• Support dashboards, data validation, and report automation.
• Coordinate with government stakeholders and managers on reporting needs.

Skills

Data analysis

Reporting

Dashboards

Excel

Power BI

Business analysis

Communication

Documentation

Workforce reporting

Contact center KPIs

Tools

Genesys

Salesforce

Workforce mgmt tools

Job description

Reports Analyst 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.