This individual is responsible for a full range of activities which ensure the operational effectiveness and excellence of the business enterprise, including the management and oversight of the data management and reporting processes. The Reporting Analyst will assist business unit leaders in developing tactical and strategic reporting to support each business unit within the contact center.

The Reporting Analyst will work closely with other analysts on their team and the business leaders to develop customized reports for each business unit identifying and maximizing opportunities to use information and technology to improve service or business processes. This data is used to business in the areas of contact center operations, support teams, clients, and other areas.

• Maintain and ensure data integrity and accuracy of the data contained in the multiple data warehouses, data marts, and other data sources.
• Collaborate with stakeholders to understand their reporting needs and translate them into effective report designs.
• Develop and roll-out new recurring reports utilizing various tools available as required by the business. (MS Excel, AWS Quicksight and other similar reporting tools)
• Perform data analysis and interpretation to identify trends, patterns, and insights that support business goals.
• Act as a data expert to support account teams in answering questions and queries
• Document report development processes, methodologies, and best practices.
• Other duties as assigned.

• Bachelor's degree in Computer Science, Statistics, Mathematics, or a related field.
• Minimum 2-3 years of experience in developing business intelligence and reporting solutions.
• Proficiency in various Business intelligence tools such AWS Quicksight , Cognos, SAS or other similar dashboarding tools like Tableau or Power BI.
• Strong competencies in utilizing SQL, Postgresql, Oracle, Redshift databases for data retrieval and analysis.
• Ability to work with unstructured data to develop reporting solutions utilizing various BI tools.
• Strong analytical and problem-solving skills with the ability to work with large and complex datasets.
• Ability to interpret data effectively to provide insight for strategic partnerships.
• Skillful in Microsoft applications with advanced Excel exposure (ex. v-lookups, pivot tables, VB macro scripting, etc.)
• Solid understanding of data visualization principles and best practices.
• Detail-oriented with a strong commitment to data accuracy and quality.
• Effective verbal and written communication skills, including ability to communicate and collaborate effectively with internal and external stakeholders
• Strong time management skills