Senior Reporting Analyst

Senior Data Reporting Analyst

📍 Location: Greensboro, NC, United States

🏢 Industry: Staffing and Recruiting

💼 Work Setting: Onsite

Are you passionate about transforming contact center data into actionable insights and driving operational excellence through analytics and technology? We are seeking a highly skilled Senior Reporting Analyst to support, maintain, and enhance enterprise reporting and analytics capabilities while serving as a key technical expert for contact center platforms, telephony systems, and data-driven decision-making.

Key Responsibilities

• Support, maintain, and optimize reporting, analytics, and data management capabilities across enterprise contact center environments.
• Serve as a subject matter expert for reporting solutions, data integrity initiatives, and performance analytics.
• Collaborate with business, operations, engineering, and technology teams to translate business requirements into scalable reporting and analytical solutions.
• Develop, maintain, and enhance dashboards, reports, metrics, and analytics frameworks that drive business insights and operational performance.
• Monitor data quality, investigate discrepancies, and implement improvements to ensure reporting accuracy and consistency.
• Lead incident investigation efforts, conduct root cause analysis, and implement corrective actions for reporting and system-related issues.
• Manage and enhance reporting frameworks, data flows, and analytics processes to improve operational efficiency.
• Support the configuration, implementation, maintenance, and troubleshooting of telephony, network, and communication platforms.
• Oversee call routing, call flow reporting, workforce performance analytics, and related contact center reporting functions.
• Coordinate with third-party vendors and internal stakeholders to resolve technical issues and support ongoing system improvements.
• Develop project plans, manage timelines, track milestones, and ensure successful delivery of reporting and technology initiatives.
• Identify opportunities for process automation, reporting enhancements, and operational improvements.
• Provide technical guidance and knowledge sharing to team members and stakeholders.
• Monitor performance trends, generate actionable recommendations, and support strategic business objectives through data-driven insights.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business Analytics, Data Analytics, Telecommunications, or a related field; equivalent experience may be considered.
• Proven experience supporting enterprise reporting, analytics, or business intelligence environments.
• Strong expertise in contact center analytics, performance reporting, and operational metrics.
• Experience working with enterprise communication, telephony, or contact center technologies.
• Demonstrated ability to manage complex technical projects and coordinate cross-functional initiatives.
• Strong understanding of data governance, reporting standards, and analytical best practices.
• Excellent written, verbal, and presentation skills.

Preferred Qualifications

• Experience with cloud-based contact center platforms and workforce optimization solutions.
• Knowledge of VoIP technologies, call routing systems, and enterprise communications infrastructure.
• Experience supporting data integration, reporting automation, and performance monitoring initiatives.
• Industry certifications related to analytics, telecommunications, reporting, or project management are a plus.

Key Skills & Competencies

• Advanced data analysis, reporting, and business intelligence expertise.
• Strong experience with enterprise contact center reporting platforms, including NICE CXone or similar technologies.
• Knowledge of network, telephony, and communication infrastructure.
• Exceptional troubleshooting and root cause analysis capabilities.
• Strong project planning, coordination, and execution skills.
• Vendor management and stakeholder relationship management experience.
• Ability to manage multiple priorities and adapt in fast-paced environments.
• Excellent problem-solving, critical-thinking, and decision-making skills.
• Strong collaboration, communication, and relationship-building abilities.
• Ability to mentor colleagues and contribute to a culture of learning and continuous improvement.

What You'll Bring

• A passion for leveraging data to improve business performance and customer experience.
• The ability to translate complex technical information into actionable business insights.
• Strong ownership, accountability, and attention to detail.
• A proactive mindset focused on continuous improvement and innovation.
• Confidence in managing complex technical challenges while partnering effectively across teams.
• A commitment to delivering high-quality analytics, reporting, and operational excellence.