Reporting Analyst - Contact Center

About Us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

Reporting Analyst – CCSS (Contact Center Shared Services)

About The Role

As the Reporting Analyst for the Contact Center, you will be responsible for the end-to-end creation, distribution, and ongoing support of operational and financial reporting across multiple retail brands and sites. Your primary focus will be on delivering accurate and timely key performance indicators (KPIs) at the associate, team, site, brand, and enterprise levels, with outputs required daily, weekly, monthly, quarterly, and annually.

The impact you can have

• Comprehensive KPI Reporting: Develop, maintain, and distribute standardized reports covering all critical contact center metrics, including contact types, order conversion, and cost per contact. Ensure reporting is accurate, timely, and tailored for executives and operational leaders.
• Trend Analysis & Forecasting: Analyze trends in contact volume, contact types, and forecast data to proactively identify opportunities for operational improvement. Use insights to anticipate and address potential issues before they impact customers or agents.
• Opportunity Identification: Leverage data to highlight outliers, recognize top performers, and pinpoint coaching opportunities. Provide actionable recommendations to minimize negative impacts and drive continuous improvement.
• Operational Support: Partner with managers and IT resources to ensure reporting supports planning, contests, coaching, and other operational needs. Track and manage report requests to ensure deadlines are met, and resources are allocated efficiently.
• Ad Hoc Analysis: Respond to operational inquiries with targeted analytics and success measurements, supporting both routine and ad hoc business needs.
  
  

You’ll bring to the role

• A bachelor’s degree is required.
• Minimum 5 years of relevant experience in contact center analytics or reporting.
• Demonstrated expertise in leveraging advanced reporting languages (such as SQL) and business intelligence tools (including Tableau, Power BI, and Microsoft Excel) to design, develop, and maintain comprehensive operational and financial reports.
• Advanced proficiency in Microsoft Office (Excel, Project, PowerPoint, Word, Teams).
• Proven ability to transform complex data sets into actionable insights that drive continuous improvement and support strategic decision-making across multiple business units. Exceptional written and verbal communication skills are important.
• Strong problem-solving abilities and initiative.
• Proven ability to work under pressure and manage multiple priorities.
• Experience with telephony, CCAAS, OMS, and CRM systems is highly desirable.
• This role is ideal for a data-driven professional who thrives on transforming complex data into actionable insights, enabling the contact center to stay ahead of challenges and deliver outstanding customer and agent experiences.
  
  

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*
• Medical, dental, vision insurance & 401(K).*
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.*
• Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.
  
  

This position can be based at either our Knoxville, TN; Etna, OH or Ft Myers, FL location and works in a hybrid model, with required days worked in the office defined by business needs.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Location:

Ascena Corp ETNA-ascena-Pataskala, OH 43062

Position Type

Regular/Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.