Call Center Report Analyst

The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the DOL National Contact Center (NCC). This role ensures that accurate, timely, and actionable data is available to support decision-making, monitor contract compliance, and drive continuous improvement.

The Reports Analyst plays a critical role in translating contact center data (calls, emails, performance metrics) into meaningful insights for both internal leadership and DOL stakeholders.

• Manage reporting function: Develop and deliver all required reports (daily, weekly, monthly, and ad hoc).
• Analyze performance data: Interpret contact center metrics (SLA, AHT, FCR, volume trends) to identify issues and insights.
• Support decision-making: Provide data-driven recommendations to improve operations and service delivery.
• Ensure data accuracy: Validate and maintain integrity of all reporting data and systems.
• Customize reports: Tailor reports to meet DOL stakeholder requirements and evolving needs.
• Track KPIs: Monitor performance against contractual metrics and highlight variances.
• Collaborate with teams: Work with Operations, QA, and Workforce Management to align reporting with operational realities.
  
  

Support compliance: Ensure reporting meets contract requirements and audit readiness.

Education

• Bachelor's degree in:
• Data Analytics, Business, Information Systems, or related field
• Equivalent experience may be considered
  
  

Experience

• 5 years of experience in:
• Data analysis and reporting
• Contact center or operations analytics (preferred)
• Experience working with:
• Large datasets
• Performance metrics and KPIs
• Experience supporting:
• Federal or regulated environments (preferred)
  
  

Technical Skills

• Proficiency in:
• Excel (advanced functions, pivot tables)
• Data visualization tools (e.g., Power BI, Tableau)
• Experience with:
• CRM systems
• Call center reporting tools (ACD, IVR analytics)
• Basic knowledge of:
• SQL or data querying (preferred)