Contact Center Data Insights Specialist

Become a vital part of our innovative team as a Data Insights Specialist focused on Reporting, Forecasting, and Workforce Management in our contact center! We seek a driven individual who is excited to gather requirements, design, and develop insightful operational reports from contact center and business data. Your impactful reports will provide essential performance insights for various stakeholders, including operations, project management, contract leadership, and clients. Your primary responsibilities will include: Engaging with data and utilizing tools like Business Objects Enterprise (BOE), SSRS, Crystal Reports, Microsoft Excel, and Microsoft Access for comprehensive data analysis. Creating automated reports and dynamic dashboards using Tableau, Power BI, SSRS, Excel, PowerPivot, and other reporting tools to enhance actionable business insights. Gathering and preparing data from various sources to support analytics that guide informed decision-making processes. Collaborating closely with senior report developers and business units to define reporting requirements and streamline processes. Reviewing existing reporting procedures to pinpoint and implement opportunities for improvement. Providing ongoing support to ensure the reliability and performance of reports and dashboards for both internal and external users. Conducting in-depth data analysis to equip the business with actionable insights. Performing rigorous testing and data validation by reconciling source systems with business intelligence solutions. Coordinating tests and delivering post-implementation support for new and existing processes. Applying mathematical and statistical methods to perform analyses that address challenges and validate findings in reports. Minimum Qualifications Bachelor's Degree in Computer Science, Information Systems, a related field, or equivalent relevant experience. 2-5 years of experience in report development and utilizing business intelligence tools. Other Job-Specific Skills Advanced proficiency in MS Excel, including pivot tables/charts and advanced functions. Proficient in various business intelligence tools. Experience with relational and hierarchical database data manipulation. Adept at extracting data from diverse sources to identify trends and anomalies. Strong collaboration skills for effective teamwork with metrics and technical teams. Extensive experience in data import for report generation, particularly with spreadsheets and graphics. Exceptional communication skills, both written and verbal. Proven organizational skills to manage tasks and meet deadlines efficiently. A collaborative and team-oriented mindset is essential. Proficiency in running MSSQL or SQL queries. Familiarity with Agile methodologies in Project Management is a plus. Compensation Ranges Compensation for this position varies based on factors such as location, skill set, education, certifications, client requirements, and experience. This description serves as a general guideline. Monetary compensation is just one part of our comprehensive benefits package. EEO Requirements We are committed to fostering a workplace free from discrimination. Our hiring, training, and promotions are conducted based on equal employment opportunity principles. Physical Requirements This position has physical requirements necessary to perform essential functions. Adjustments may be accommodated for individuals with qualifying disabilities who are otherwise qualified. Disclaimer This job description provides a general overview of the position and may not encompass all responsibilities, qualifications, and skills required.

Created: 2026-03-06