What are the responsibilities and job description for the Business Reporting Analyst position at Jobs via Dice?
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Robert Half, is seeking the following. Apply via Dice today!
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
Contact Center & Platform Analytics
Education
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.
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.
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.
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.
- 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.
- 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.
- 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.
- 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.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.