Business Reporting Analyst

Description

We are seeking an experienced Business Reporting Analyst to support enterprise contact center operations through the development of reporting, analytics, and business intelligence solutions. This senior-level role is responsible for identifying data requirements, ensuring data integrity, and delivering actionable insights that drive operational performance and strategic decision-making.

The ideal candidate possesses strong analytical and technical skills, experience with contact center technologies, and the ability to translate complex business requirements into meaningful reports, dashboards, and performance metrics.

**Position is fully onsite in Newark, CA 94560**

**Position is potential contract to hire based on performance - 6-month contract to start out**

Key Responsibilities

• Partner with operational leaders, workforce management teams, project managers, and business stakeholders to understand reporting needs and define key performance metrics.
• Translate business and reporting requirements into technical specifications, report designs, and dashboard solutions.
• Design, develop, maintain, and optimize operational reports, scorecards, dashboards, and data visualizations.
• Extract, integrate, and analyze data from multiple enterprise systems and data sources.
• Develop and maintain databases, reporting repositories, and business intelligence solutions that support organizational objectives.
• Ensure the quality, accuracy, and integrity of data used for reporting and analytics.
• Identify trends, patterns, and opportunities for operational improvement through data analysis.
• Develop new performance metrics and reporting methodologies to measure business outcomes.
• Support ad hoc reporting requests from leadership and departmental stakeholders.
• Conduct report testing, validation, and troubleshooting to ensure reliability and accuracy.
• Document reporting processes, data definitions, and reporting standards.
• Serve as a subject matter expert and mentor to junior analysts when needed.

Requirements

Contact Center & Platform Analytics

• Analyze data from cloud and on-premise contact center platforms, including CCaaS environments.
• Develop reporting and dashboards related to contact center performance, customer experience, workforce management, quality assurance, and operational efficiency.
• Integrate data from contact center platforms, workforce management tools, CRM systems, IVR platforms, quality monitoring applications, and other enterprise systems.
• Create reporting solutions that provide visibility into call volume, service levels, agent performance, routing effectiveness, customer experience, and other key operational metrics.

Required Qualifications

Education

• Bachelor's degree in Business, Analytics, Information Systems, Computer Science, Statistics, or a related field; or equivalent combination of education, training, and relevant experience.
• Master's degree preferred.

Experience

• 3-5+ years of experience in business reporting, data analytics, business intelligence, or data management.
• Experience working with relational databases and SQL.
• Experience developing reports, dashboards, and analytical solutions.
• Experience with data extraction, transformation, and integration processes.
• Contact center, customer service, or healthcare industry experience is a plus.

Technical Skills

• Strong knowledge of relational databases, data modeling, and SQL query development.
• Experience building and querying complex datasets from multiple data sources.
• Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
• Experience with business intelligence and reporting tools.
• Ability to understand database structures, table relationships, and data flows.

Preferred Experience

• Experience with contact center platforms such as Genesys Cloud CX, NICE inContact, Avaya, Five9, Amazon Connect, Cisco Contact Center, or similar solutions.
• Knowledge of contact center operational metrics, call routing, IVR reporting, workforce management, and customer experience analytics.
• Experience with scripting, automation, or programming languages such as Python, R, or VBA.
• Project management experience is a plus.

Core Competencies

• Strong analytical, quantitative, and problem-solving skills.
• Ability to interpret complex data and communicate insights to both technical and non-technical audiences.
• Excellent written and verbal communication skills.
• Ability to present findings and recommendations to stakeholders at all levels of the organization.
• Strong collaboration and relationship-building skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Creative thinker with a continuous improvement mindset.

Technology Doesn't Change the World, People Do.

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