Reporting Analyst - Contact Center

• 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

• 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

• 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