Job Description
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
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.
- 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.
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