Reports Analyst

Reports Analyst

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Reports Analyst to support a government-contracted contact center by developing, producing, validating, and analyzing reports, dashboards, KPI summaries, operational metrics, invoice-support data, and ad hoc reporting deliverables.

Key Responsibilities:

• Produce daily, weekly, monthly, quarterly, annual, ad hoc, invoice-support, and special reports.
• Analyze KPI performance, contact volumes, trends, service levels, QA metrics, and operational outcomes.
• Support dashboards, data validation, report automation, and management analysis.
• Coordinate with the Workforce and Reporting Manager, Operations Manager, Program Manager, and government stakeholders.
• Support QASP and PWS reporting requirements.

Qualifications:

• Experience in reporting, data analysis, dashboards, Excel, Power BI, workforce or contact center reporting, or business analysis.
• Strong data quality, documentation, and communication skills.
• Familiarity with Genesys, Salesforce, workforce management tools, and contact center KPIs preferred.
• Ability to satisfy background investigation requirements.