Sr. Reporting Analyst (Remote) (Finance)

The Sr. Reporting Analyst will report to the Sr. Director, IMS Operations in the call center operations department. This role is pivotal in synthesizing complex data from various sources within our call center operations to provide actionable insights and recommendations to our leadership team. As a Reporting Analyst, you will be responsible for gathering, interpreting, and analyzing data on key performance metrics, and translating your findings into clear, actionable reports that support decision-making and strategic planning for the business.

Duties & Responsibilities:

• Data Exporting & Analysis: Export, clean, and analyze large datasets from various call center systems to identify trends, performance metrics, and areas of improvement.
• Reporting & Data Synthesis: Design, create, and maintain recurring and ad-hoc reports that cover all aspects of call center operations, including but not limited to: call volume, service levels, average handle time, customer satisfaction, agent performance, and more.
• Interpretation & Insights: Interpret data results to provide clear and actionable insights on performance trends and areas of opportunity for operational improvements.
• Recommendations & Decision Support: Work closely with leadership to offer data-driven recommendations to enhance efficiency, customer satisfaction, and overall team performance. Provide actionable insights that align with business objectives.
• Dashboard & Visualization Creation: Build and maintain dashboards to provide real-time insights and key performance indicators (KPIs) for leadership, operations managers, and relevant stakeholders.
• Collaboration & Communication: Present findings to senior management, translating complex data into easy-to-understand reports, presentations, and verbal communication. Collaborate with cross-functional teams (e.g., HR, Training, IT) to ensure data accuracy and alignment with business goals.

Continuous Improvement: Continuously assess and improve reporting processes, tools, and methodologies to ensure timely, accurate, and relevant reporting.

The typical schedule for this position is from 8 a.m. to 5 p.m. CT, with up to 15% travel nationwide.