Contact Center Insights and Reporting Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Contact Center Insights and Reporting Analyst in the United States.

This role offers an exciting opportunity to transform complex contact center data into meaningful business insights that drive operational excellence and strategic decision-making. Working within a collaborative, remote-first environment, you will design and optimize dashboards, reporting frameworks, and analytics solutions that support multiple levels of the organization. You’ll partner with both technical and business teams to improve data quality, reporting performance, and governance practices while helping stakeholders better understand and leverage data assets. The position is ideal for a highly analytical professional who enjoys solving business challenges through data visualization, storytelling, and performance analysis. With exposure to enterprise-level BI tools and large-scale datasets, you’ll play a key role in shaping reporting architecture and enabling smarter, data-driven decisions across the contact center ecosystem.

• Design, develop, and enhance dashboards, visualizations, and reporting solutions with a strong focus on usability, performance, and consistency across the organization.
• Translate business needs into clear technical requirements, data mappings, and reporting structures that support accurate and scalable analytics.
• Analyze large datasets to uncover trends, business performance insights, and opportunities for operational improvement within the contact center environment.
• Build and maintain reliable datasets by integrating and transforming data from multiple systems and sources.
• Validate reporting accuracy, troubleshoot technical issues, and optimize dashboard responsiveness to ensure stakeholders can rely on trusted information.
• Support enterprise data governance initiatives by documenting business rules, data definitions, and reporting standards.
• Collaborate with cross-functional teams and act as a consultative partner to improve reporting capabilities and promote effective use of governed data sources.
• Assist with testing, performance tuning, and continuous enhancement of reporting architecture and analytics processes.

Requirements:

• Bachelor’s degree in an analytical, technical, quantitative, or related field; advanced degree is considered a plus.
• Minimum of 3 years of experience building dashboards and reports using Qlik Sense, QlikView, or Strategy (MicroStrategy).
• Strong experience analyzing large datasets and delivering actionable insights through business intelligence tools.
• Solid understanding of SQL, relational databases, and dimensional data modeling concepts.
• Experience gathering business requirements and effectively communicating with both technical and non-technical stakeholders.
• Familiarity with ETL processes and integrating data from multiple systems is preferred.
• Experience working with databases such as Teradata, SQL Server, Oracle, or Snowflake is advantageous.
• Knowledge of dashboard UX principles, data storytelling, and visualization best practices preferred.
• Strong problem-solving, organizational, and project management abilities with attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal and communication skills, with the ability to facilitate discussions, influence stakeholders, and build consensus across teams.
• Experience in contact center, payments, or financial services environments and familiarity with enterprise data governance practices are highly valued.
• Qlik Sense scripting, set analysis, and performance tuning experience are considered a strong plus.

Benefits:

• Salary range: $67,700 – $86,300 annually, depending on experience and qualifications.
• Fully remote work environment with strong emphasis on flexibility and work-life balance.
• Comprehensive medical coverage including telemedicine services.
• Dental and vision insurance plans.
• Company-paid life and disability insurance options.
• Generous paid time off and 12 paid holidays annually.
• Maternity, parental, and family care leave programs.
• 401(k) plan with employer matching contributions.
• Health Savings Account (HSA) with company contributions and Flexible Spending Accounts (FSA).
• Tuition reimbursement and professional development support.
• Employee Assistance Program (EAP) and wellness initiatives focused on mental health and well-being.
• Volunteer time off and additional supplemental insurance options.
• Inclusive and collaborative culture focused on belonging, growth, and employee engagement.