Job Description
Team: Analyst
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Telephony Data Analyst based in United States.
This role sits at the intersection of data, operations, and customer experience within a high-volume contact center environment. You will transform complex telephony and operational data into clear, actionable insights that directly influence workforce optimization, service quality, and performance outcomes. Working closely with leadership, operations, workforce management, and technology teams, you will help shape how the organization measures, understands, and improves its customer interactions. The role combines reporting expertise, analytical thinking, and business partnership to support both day-to-day decision-making and long-term strategic initiatives. You will also play a key role in automating reporting processes and improving data accessibility across teams. This is a highly collaborative and impact-driven position where your insights will directly support operational efficiency and customer experience improvements.
Accountabilities:
- Develop, maintain, and distribute dashboards, scorecards, and operational reports that support contact center leadership in monitoring performance and making data-driven decisions.
- Deliver ad hoc analysis and reporting to address business questions, operational challenges, and executive-level requests.
- Track and analyze key contact center metrics such as service levels, call volume, handle time, occupancy, adherence, abandonment rates, and customer experience indicators.
- Identify trends, risks, and improvement opportunities through deep analysis of operational and telephony data.
- Partner with technology, BI, and reporting teams to automate reporting processes and reduce manual reporting workload.
- Support the design and implementation of scalable reporting frameworks, data governance standards, and metric definitions.
- Collaborate with contact center leadership and workforce management teams to evaluate performance, capacity trends, and operational efficiency.
- Present insights, findings, and recommendations in a clear, accessible format for both technical and non-technical stakeholders.
- Ensure data accuracy, validate reporting outputs, and resolve inconsistencies across multiple data sources.
- Contribute to forecasting, trend analysis, and strategic planning initiatives through actionable analytics.
- 3+ years of experience in business analytics, reporting, workforce analytics, business intelligence, or contact center analytics roles.
- Experience working in contact center, customer service, financial services, mortgage servicing, or similarly high-volume operational environments.
- Strong ability to translate business requirements into reporting solutions, dashboards, and performance metrics.
- Proficiency in data analysis and reporting tools, including advanced Excel (Pivot Tables, Power Query, Lookups) and experience with BI tools such as Power BI, Tableau, or SSRS.
- Working knowledge of SQL and relational databases is highly preferred.
- Strong understanding of contact center KPIs, telephony systems, and workforce management concepts.
- Experience working with large datasets and presenting insights to leadership in a clear and actionable way.
- Familiarity with contact center platforms such as Genesys Cloud, NICE, Five9, or similar systems is a plus.
- Excellent communication skills with the ability to explain complex data to non-technical audiences.
- Strong attention to detail, analytical thinking, and ability to manage multiple priorities in a fast-paced environment.
- Competitive salary aligned with experience
- Comprehensive medical, dental, and vision insurance
- Paid time off (PTO) and paid holidays
- Employee assistance program and wellness support
- Flexible spending and health savings account options
- 401(k) retirement plan with company match
- Company-paid life insurance coverage
- Opportunity to work in a collaborative, data-driven environment
- Exposure to modern analytics, automation, and contact center technologies.
Requirements:
Benefits:
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Date Posted
06/24/2026
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