Reporting Analyst - Contact Center Jobs

New

Knowledge Management Analyst

The Knowledge Management (KM) Analyst is responsible for the health, accuracy, a...

Location

United States , Pataskala

Salary:

Not provided

Ann Taylor

Expiration Date

Until further notice

Requirements

2+ years of experience in a Knowledge Management, Content Strategy, or Quality Assurance role, preferably within a retail or large contact center environment
Proficiency with Knowledge Management Systems (KMS) platforms (e.g., NiCE mPower)
Proven ability to use data (search logs, usage reports, C-Sat/FCR metrics) to drive content strategy and decision-making
Excellent written and verbal communication skills with a demonstrated ability to translate complex technical information into clear, easy-to-understand content

Job Responsibility

Monitor and Analyze KB Performance: Routinely track and report on key knowledge metrics, including usage rates, search success, content findability, and article deflection rates
Ensure Content Accuracy: Implement a proactive auditing schedule and content decay process to ensure all articles, policies, and procedures are current, compliant, and accurate
Identify Content Gaps: Analyze agent and customer search data, feedback submissions, and support ticket trends to identify critical missing or inadequate knowledge content
Enforce Content Standards: Own and maintain the KM Style Guide and quality standards, ensuring all new and updated content adheres to tone, formatting, and clarity requirements
Manage Feedback Loop: Govern the workflow for submitting, reviewing, and acting on agent and customer feedback, ensuring quick resolution and improved content quality
Optimize Publishing Workflow: Manage the content lifecycle (drafting, review, approval, publishing, and archival), ensuring efficiency and speed to market for critical updates
Support AI Solutions: Act as the KM Subject Matter Expert (SME) for all AI and automation initiatives (e.g., chatbots, virtual agents, self-service portals) that rely on the knowledge base
Maintain AI Readiness: Ensure KB content is optimized for machine consumption, including proper tagging, classification, and metadata to maximize the effectiveness of AI deflection
Analyze Experience: Monitor the agent and customer experience within the KM tools and AI channels, providing actionable insights to enhance usability and reduce friction

What we offer

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

Fulltime

Analyst, Forecasting

You will be responsible for developing and maintaining accurate forecasts for ou...

Location

United States , Tempe

Salary:

Not provided

DriveTime Automotive Group

Expiration Date

Until further notice

Requirements

1+ years in forecasting, analytics, workforce management, or related analytical roles
SQL or Snowflake experience
Strong verbal and written communication skills
Quantitative Bachelor’s degree or equivalent hands-on experience
Experience partnering across departments and building strong working relationships

Job Responsibility

Build, maintain, and enhance short-term and long-term forecasts using various forecasting techniques, historical trends, and data-driven judgment
Partner with operational leaders and cross-functional teams to gather requirements, understand business drivers, and ensure forecasts align with broader contact strategy initiatives
Analyze omni-channel volume patterns (calls, texts, chats, etc.) to detect trends, anomalies, and emerging behaviors that impact service delivery
Evaluate forecasting accuracy through variance analysis and recommend improvements to forecasting models and operational strategies
Ensure consistent, accurate reporting and data integrity across all forecasting and analytics outputs
Recommend and implement data-based strategy changes that improve efficiency, staffing accuracy, and overall contact center performance
Contribute to the development of automation, tooling, and scalable reporting processes

What we offer

Medical, dental, and vision coverage
401(K)
Company paid life insurance policy
Short and long-term disability coverage
Tuition Reimbursement
Wellness Program
Paid Time Off

Fulltime

Senior Analyst, Conversational Analytics

At CVS Health, we’re building a world of health around every consumer and surrou...

Location

United States , Chicago

Salary:

43888.00 - 112200.00 USD / Year

CVS Health

Expiration Date

February 28, 2026

Requirements

Bachelor's degree in Statistics, Business, Social Sciences, or a related field
Two years experience in Customer Experience, Analytics, Contact Center Quality required
Experience utilizing natural language processing analytics technology
Clarabridge/Qualtrics’ Discover experience highly preferred
Strong organization, project management, and/or technical program management skills
Comfortable with ambiguity, and working cross-functionally to ensure project success
Self-motivated and eager to take ownership of projects
Interest in continued learning and expanding your technical skills
Demonstrated attention to detail, experience leveraging data & analytics to solve problems by collecting, organizing, analyzing, and interpreting data to generate insights
Proven innovative problem-solving abilities and decision-making skills

Job Responsibility

Leverage technology to automatically mine customer contacts to assess quality of service provided
Responsible for managing, collecting, and organizing information from contact center interactions
Collaborate with contact center leaders and stakeholders to determine program deliverables and expected timeframes
Manage progress and communicate regular progress updates
Partner with the Analyst, Conversational Analytics to ensure deliverables are completed to expectations and on time
Share reporting and analysis with a variety of organizational stakeholders and contact center leadership
Develop materials, which may include dashboards and/or slides, to lead discussions with key organizational leaders
Present data and analysis in a clear and concise manner, to showcase the aggregate picture of customers’ experiences with the contact center in regards to call quality assessment
Conduct ongoing calibration reviews of quality metrics with leaders, to ensure the program is informing decision-making and improving call quality in the contact center
Develop role-based reporting and scorecards, to assist with coaching and ensure leaders are informed about their teams’ performance

What we offer

Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
Paid vacation, sick time, and investment/retirement 401K match options
Health insurance, vision, and dental benefits
Opportunities for leadership development and continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Fulltime

New

Voice of the Customer (VOC) Analyst

The Voice of the Customer (VoC) Analyst will be instrumental in understanding an...

Location

United States , Hingham

Salary:

65000.00 - 80000.00 USD / Year

Ann Taylor

Expiration Date

Until further notice

Requirements

5+ years of experience in a similar role, preferably within a multi-brand or retail environment
Experience in collecting, analyzing, and interpreting customer feedback data
Experience with Customer Experience Platforms such as InMoment, Medallia and Qualtrics
Strong analytical and problem-solving skills with the ability to mine data across numerous touchpoints
Experience with VoC platforms, survey methodologies, text analytics and sentiment analysis tools
Proficiency is data visualization for story-telling reporting
A desire to understand the why’s in the data and an innate sense of curiosity
Passion for the customer
Strong communication skills and presentation skills (verbal and written) with the ability to effectively convey complex information to diverse audiences
Self-starter who will work independently and manage multiple projects simultaneously

Job Responsibility

Customer Feedback Collection: Manage daily function and file transfer verification of data to the CSAT/Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels
Ensures data integrity and accuracy is achieved through regular audits and validation checks
Attend regular Voc meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitive data into Voc reporting
Data Analysis and Interpretation: Analyze large datasets of structured and unstructured customer feedback using statistical tools and qualitative analysis techniques
Identify key themes, trends, and drivers of customer satisfaction and dissatisfaction across brands and channels
Develop and validate analytical models to predict customer behavior and identify areas for improvement
Reporting and Visualization: Assist in the design and development of regular and ad-hoc reports and dashboards on customer satisfaction (CSAT), and other relevant VoC metrics for stores, contact centers, and e-commerce platforms for each brand
Actionable Insights and Recommendations: Translate data insights into practical recommendations for improving customer experience, operational efficiency, and service quality across all channels and brands
Stakeholder Collaboration: Partner with business leaders and stakeholders to understand their specific needs and provide tailored VoC insights
Tool and Technology Management: Create, manage and track tickets with VoC providers for any issues/reporting requests

What we offer

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

Fulltime

Workforce Management Senior Analyst

As a Workforce Management Senior Analyst, you'll optimize operational efficiency...

Location

United States , Illinois

Salary:

46988.00 - 112200.00 USD / Year

CVS Health

Expiration Date

December 31, 2025

Requirements

Bachelor's degree preferred in Business, Analytics, Operations Management, or a related field
Experience in a contact center environment, operations support, reporting, data analysis, or related administrative role
Strong analytical skills with the ability to work with data and generate insights
Interest in learning workforce management and telephony administration tools (e.g., NICE IEX, other WFM systems)
Strong organizational skills with the ability to handle multiple priorities
Clear and effective communication and collaboration skills
Proficiency with Microsoft Office Suite, especially Excel

Job Responsibility

Create and maintain employee schedules to ensure we have the right coverage for our business needs
Analyze historical and current data to forecast workload and staffing needs accurately
Prepare regular and ad hoc reports to identify trends and support data-driven decision-making
Monitor staffing levels in real time and help make adjustments to maintain service levels
Coordinate and manage shift bids, vacation requests, and schedule changes fairly and transparently
Support scheduling of team meetings, coaching sessions, and other planned activities
Help administer our telephony system (e.g., manage agent skills, priorities, and routing rules) to optimize call flow and customer experience
Collaborate closely with Operations leaders to understand staffing needs, constraints, and upcoming business changes
Train and support junior team members on scheduling processes and tools
Participate in projects and process improvements to make our scheduling and workforce processes more efficient

What we offer

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Fulltime

Sr. Analyst, Process

As Oak Street Health works towards providing an unmatched patient experience we ...

Location

United States , Illinois

Salary:

46988.00 - 112200.00 USD / Year

CVS Health

Expiration Date

December 31, 2025

Requirements

Bachelor’s degree, preferably with a quantitative major
1+ years of consulting or other applicable experience in healthcare
Analytical and strategic thinker who is intellectually curious
Strong written and verbal communication skills
Experience with process mapping and documentation
Self-starter, able to drive initiatives with multiple stakeholders from beginning to end
Demonstrated attention to detail and experience leveraging problem solving
Ability to develop business cases, ROI analysis, and financial analysis
Quick learner comfortable with a high level of ambiguity
Strong accountability and discipline against timelines and deliverables

Job Responsibility

Project and change management for transformation and process improvement projects for a large centralized ops department
Reporting and analytics: maintain regular weekly or monthly reporting, as well as supporting ad hoc analysis as needed
Support contact center strategy by working directly with the Senior leadership of Service Operations
Proactively identify opportunities for continuous improvement
Work closely with various teams to understand their needs and challenges
Facilitate meetings and workshops to gather input and drive change
Independently lead innovation projects to build new contact center capabilities
Support executive communications: craft presentations for senior leadership, with opportunities to lead presentations
Other duties, as assigned

What we offer

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance

Fulltime

Technical Implementation Specialist – QA Analyst

The Technical Implementation Specialist – QA Analyst is a critical member of Chi...

Location

United States

Salary:

82620.00 - 114800.00 USD / Year

Fin Capital

Expiration Date

Until further notice

Requirements

2–3 years of experience in technical QA, systems operations, platform testing, or technical support
Familiarity with contact center technologies such as IVR, ACD, CRM, or chat platforms
Demonstrated ability to debug systems using logs, error responses, API requests, and routing logic
Experience with observability platforms (e.g., Datadog, Kibana, Sentry, Splunk)
Proven ability to create and execute structured test cases, regression protocols, and UAT checklists
Strong written and verbal communication skills, especially for technical documentation and issue reporting
Comfort working across UI-based tools and backend configuration environments
Experience collaborating with stakeholders across Product, Engineering, and Operations

Job Responsibility

Quality Assurance & Release Validation
End-to-end QA planning, test case development, and execution across IVR, ACD, chat, and automation systems
Drive regression testing, UAT, and release validation for both internal builds and vendor-delivered changes
Conduct smoke testing post-deployment and monitor early indicators of system issues or degradation
Bug Investigation & Issue Triage (Core Responsibility)
Serve as the primary responder for bugs, platform issues, and system anomalies surfaced by CX, WFM, VendorOps, Product, or Engineering
Investigate issues using logs, routing logic, API behavior, and system state to identify root causes
Collaborate with Engineering and Vendor teams to track issues through resolution, documenting impact and outcomes
Maintain a “known issues” catalog with reproduction steps, contributing to knowledge reuse and faster resolution times
Systems Monitoring & Observability

What we offer

Bonus
Competitive equity package
401k match
Great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
1% of your time off to support local community organizations of your choice
Annual wellness stipend to use towards eligible wellness related expenses
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more
In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too

Fulltime

HR Operations Support Analyst

HR Connect NAM Inquiry Management Specialist is an entry-level position responsi...

Location

Costa Rica , Heredia

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Previous relevant experience preferred
Proficient in Microsoft Office
Proven organization and time management skills
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills
Intermediate / High English level (writing and spoken)
Experience in customer service
Knowledge in Workday (desirable)
Knowledge in HR

Job Responsibility

Support case inquiry management team with case, live agent support and phone (Contact Center)
Serves as the instructor to our customer on the systems and self service options available for employees and managers
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

What we offer

Best-in-class benefits
Equal opportunity employer

Fulltime

Reporting Analyst - Contact Center

Ann Taylor

Location:
United States, Pataskala

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 18, 2025

Looking for more opportunities? Search for other job offers that match your skills and interests.

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Reporting Analyst - Contact Center

Ann Taylor

Location:United States, Pataskala

Category:IT - Administration

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:December 18, 2025

Looking for more opportunities? Search for other job offers that match your skills and interests.

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