Reports Analyst

Systems Integration, Inc. (SII); United States Virgin Islands; Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

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 routine and ad hoc reports, analyzing performance metrics, and supporting dashboards and validation efforts.

Qualifications

• Experience in reporting, data analysis, dashboards, Excel and Power BI.
• Experience with workforce or contact center reporting or business analysis.
• Strong data quality, documentation and communication skills.

Responsabilités

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

Connaissances

Reporting

Data analysis

Dashboards

Excel

Power BI

Contact center reporting

Business analysis

Data quality

Documentation

Communication

Outils

Genesys

Salesforce

Workforce management tools

Description du poste

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.