The Telephony Data Analyst is responsible for delivering actionable contact center reporting, analytics, and business intelligence that support operational decision-making, workforce optimization, and performance management. This role serves as a key partner between Contact Center Operations, Reporting & Analytics, Technology, Workforce Management, and Leadership teams to ensure the organization has timely, accurate, and meaningful data to effectively manage the business. Based on the meeting discussion, the role is intended to provide ad hoc reporting, support automation of operational reporting, deliver insights to contact center leadership, and partner with technology and reporting teams to define and implement reporting requirements.

The ideal candidate combines strong analytical skills, contact center operational knowledge, and technical reporting capabilities to translate business questions into data-driven solutions. This position will play an integral role in developing scalable reporting frameworks, identifying operational trends, and supporting strategic initiatives through meaningful analytics.

Essential Duties and Responsibilities

Reporting & Analytics

• Develop, maintain, and distribute operational reports, dashboards, and scorecards supporting Contact Center leadership.
• Provide ad hoc reporting and analysis to support business decisions, operational initiatives, and executive requests.
• Monitor and analyze key contact center performance indicators, including service levels, call volumes, abandonment rates, handle times, occupancy, adherence, productivity, quality, and customer experience metrics.
• Identify performance trends, operational risks, and opportunities for improvement through data analysis.
• Deliver actionable insights and recommendations that support operational efficiency and business performance.
• Create recurring daily, weekly, monthly, and quarterly reporting packages for leadership teams.

Reporting Automation & Data Strategy

• Partner with Reporting, Business Intelligence, and Technology teams to automate operational reporting processes and reduce manual reporting efforts.
• Assist in defining reporting requirements and translating business needs into technical reporting solutions.
• Support the development of scalable reporting frameworks and data governance standards.
• Validate data accuracy and ensure reporting consistency across systems and stakeholders.
• Help optimize reporting delivery methods and improve data accessibility for business users.

Contact Center Operational Support

• Work closely with Contact Center leadership to understand operational objectives, reporting needs, and performance goals.
• Develop meaningful performance measurements that help leaders make informed business decisions.
• Analyze campaign results, telephony performance, workforce trends, capacity planning metrics, and operational outcomes.
• Support workforce management, telephony, and operational teams through targeted reporting and performance analysis.
• Assist leadership in evaluating new initiatives, technology enhancements, and process improvement efforts through data-driven assessments.

Business Partnership & Stakeholder Support

• Serve as a liaison between Operations, Reporting, Technology, and Business stakeholders to gather reporting requirements and prioritize deliverables.
• Participate in cross-functional projects requiring reporting development, dashboard creation, or analytical support.
• Present findings and recommendations to leadership in a clear and understandable manner.
• Translate complex data into actionable business insights for non-technical audiences.
• Support strategic planning efforts through trend analysis, forecasting support, and operational intelligence.

Data Quality & Governance

• Perform data validation and quality assurance to ensure accuracy and reliability across reporting platforms.
• Identify reporting discrepancies, data anomalies, and process gaps and work collaboratively to resolve issues.
• Maintain reporting documentation, metric definitions, and business rules.
• Support compliance, audit, and governance requirements related to data reporting and operational performance metrics.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

Required Experience

• Minimum of 3 years of experience in reporting, business analytics, workforce analytics, business intelligence, contact center operations, or a related analytical role.
• Experience supporting Contact Center, Customer Service, Mortgage Servicing, Financial Services, or similar operational environments.
• Experience developing operational reports, dashboards, and performance metrics.
• Demonstrated ability to gather business requirements and translate them into reporting solutions.
• Experience analyzing large datasets and presenting findings to leadership.

Preferred Experience

• Experience supporting Contact Center Operations, Workforce Management, Telephony, or Customer Experience organizations.
• Experience working with enterprise reporting, analytics, or business intelligence teams.
• Mortgage servicing, banking, financial services, or regulated industry experience.
• Experience working with contact center platforms such as Alvaria Cloud, Genesys Cloud, NICE, Five9, or similar technologies.
• Experience supporting performance reporting for large operational organizations.

Technical Skills

• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, Lookup Functions, and data analysis techniques.
• Experience with SQL and relational databases preferred.
• Experience with reporting and visualization tools such as Power BI, Tableau, SSRS, or similar platforms.
• Ability to work with multiple data sources and transform data into actionable reporting.
• Strong understanding of contact center metrics and performance measurements.
• Experience with data validation, report automation, and dashboard development.