Reports Analyst

Systems Integration, Inc. (SII); United States; Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Systems Integration, Inc. (SII) is 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.

The role involves producing various reports, analyzing KPI performance, and coordinating with government stakeholders to meet QASP and PWS reporting requirements.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Reporting

Data analysis

Dashboards

Excel

Power BI

Workforce reporting

Contact center reporting

Business analysis

Data quality

Documentation

Communication

Tools

Genesys

Salesforce

Workforce management tools

Jobbeschreibung

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.