Job Description
The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the Federal National Contact Center (NCC). This role ensures that accurate, timely, and actionable data is available to support decision-making, monitor contract compliance, and drive continuous improvement.
The Reports Analyst plays a critical role in translating contact center data (calls, emails, performance metrics) into meaningful insights for both internal leadership and Federal stakeholders.
Education
• Bachelor's degree in:
Experience
• 5+ years of experience in:
Technical Skills
• Proficiency in:
The Reports Analyst plays a critical role in translating contact center data (calls, emails, performance metrics) into meaningful insights for both internal leadership and Federal stakeholders.
- Manage reporting function: Develop and deliver all required reports (daily, weekly, monthly, and ad hoc).
- Analyze performance data: Interpret contact center metrics (SLA, AHT, FCR, volume trends) to identify issues and insights.
- Support decision-making: Provide data-driven recommendations to improve operations and service delivery.
- Ensure data accuracy: Validate and maintain integrity of all reporting data and systems.
- Customize reports: Tailor reports to meet Federal stakeholder requirements and evolving needs.
- Track KPIs: Monitor performance against contractual metrics and highlight variances.
- Collaborate with teams: Work with Operations, QA, and Workforce Management to align reporting with operational realities.
Education
• Bachelor's degree in:
o Data Analytics, Business, Information Systems, or related field
• Equivalent experience may be consideredExperience
• 5+ years of experience in:
o Data analysis and reporting
o Contact center or operations analytics (preferred)
• Experience working with:o Contact center or operations analytics (preferred)
o Large datasets
o Performance metrics and KPIs
• Experience supporting:o Performance metrics and KPIs
o Federal or regulated environments (preferred)
Technical Skills
• Proficiency in:
o Excel (advanced functions, pivot tables)
o Data visualization tools (e.g., Power BI, Tableau)
• Experience with:o Data visualization tools (e.g., Power BI, Tableau)
o CRM systems
o Call center reporting tools (ACD, IVR analytics)
• Basic knowledge of:o Call center reporting tools (ACD, IVR analytics)
o SQL or data querying (preferred)
Numbers & Facts
| Location | Vienna, VA |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2008 |
| Website | https://itcon-inc.com/ |
About Company
Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.
Skills
- Analysis Skillsunmatched
- Automatic Call Distributor (ACD)unmatched
- Call Center Operationsunmatched
- Call Centersunmatched
- Continuous Improvementunmatched
- Contract Managementunmatched
- Contract Requirementsunmatched
- Data Analysisunmatched
- Data Qualityunmatched
- Data Setsunmatched
- Data Visualization Toolsunmatched
- Decision Supportunmatched
- Identify Issuesunmatched
- Leadershipunmatched
- Maintain Complianceunmatched
- Metricsunmatched
- Operational Auditunmatched
- Operational Improvementunmatched
- Performance Analysisunmatched
- Performance Metricsunmatched
- Pivot Tablesunmatched
- Power BIunmatched
- Process Improvementunmatched
- Quality Assuranceunmatched
- Service Deliveryunmatched
- Service Level Agreement (SLA)unmatched
- Tableauunmatched
- Time Managementunmatched
- Trend Analysisunmatched
- Voice Response Systemsunmatched
- Workforce Managementunmatched
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