Call Center Report Analyst ITCON Services
Overview
Lead development and delivery of operational and performance reporting for the Federal National Contact Center. Provide accurate timely actionable data to support decision making monitor contract compliance and drive continuous improvement. Translate contact center data such as calls emails and performance metrics into meaningful insights for internal stakeholders.
What You'll Do6
- 1Build automated reporting dashboards using Python and SQL to track call volume response times and satisfaction scores.
- 2Design scalable data pipelines with AWS and Kubernetes to ingest real time metrics from CRM systems.
- 3Own end-to-end reporting process including data extraction transformation loading and validation.
- 4Ship weekly performance reports to senior leadership highlighting trends and actionable recommendations.
- 5Collaborate with cross functional teams to define KPIs and ensure alignment with business objectives.
- 6Scale reporting infrastructure to handle increasing data volumes during peak periods.
Requirements6
- 15+ years experience building ETL pipelines with Spark and Airflow
- 23-5 seasons leading data analytics projects in regulated environments
- 3AWS Certified solutions architect proficiency required
- 4BCBA certification preferred for demand generation analysis
- 55+ years designing and maintaining dashboards with React and Tableau
- 6Proven ability to translate complex data sets into clear visual narratives
Salary Insight
$90 - $110k per year
Location
Required Skills
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