Reports Analyst

InteLogix; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

InteLogix is seeking a data-oriented professional to build and automate WFM reports and dashboards. The role focuses on transforming raw data from ACD, WFM, CRM and HR systems into clear, actionable insights. You will analyse trends, ensure data accuracy, and support leadership with ad-hoc analyses and business reviews.

Ideal candidates have 2+ years in reporting or data analysis within contact centres, and strong skills in Excel, SQL, and BI tools like Power BI or Tableau.

Qualifications

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Responsibilities

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Skills

Data analysis

WFM metrics

Reporting

Tools

SQL

Power BI

Tableau

Excel

Job description

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients’ brands and reputations.

Key Responsibilities

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Required Qualifications & Experience

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Technical Skills & Tools

• Advanced Excel (pivot tables, complex formulas).
• SQL and BI tools (Power BI / Tableau) strongly preferred; WFM and ACD reporting.

Key Competencies

• Analytical thinking · Data accuracy · Storytelling with data · Automation mindset · Attention to detail.

Success Metrics (KPIs)

• Report accuracy & timeliness · Degree of automation · Quality of insight · Stakeholder satisfaction.