Position Summary Contact center performance depends on trusted reporting and fast, actionable insights. The Contact Center Reporting and Insights Analyst supports the ongoing reliability of contact center performance reporting by monitoring data quality, investigating and resolving data issues across multiple source feeds, and producing recurring reporting and insights that help leaders see what is happening, why it is happening, and what to do next. The analyst partners closely with Workforce Management, Operations, and Technology/DBA teams and supports platform releases and upgrades as needed.
Key Responsibilities - Produce and maintain recurring contact center performance reporting (daily, weekly, and monthly) with strong data quality and clear storytelling.
- Develop, maintain, and optimize Power BI dashboards, reports, and data models that provide operational leaders with timely, actionable insights and consistent performance measurement across the contact center.
- Perform frequent data integrity testing and reconciliation; investigate variances and drive root-cause troubleshooting to resolution.
- Monitor trends and anomalies, such as volume shifts, service-level risk, and handle-time movement, and translate them into concise insights and recommended actions.
- Support performance routines, including scorecards and operating cadences, by ensuring metrics are consistent, definitions are documented, and reporting is reliable.
- Ensure reporting accuracy and stability for metrics that feed incentive programs by executing frequent validation and reconciliation checks.
- Execute and/or coordinate recovery steps for data-load failures and other reporting disruptions to restore accurate reporting quickly.
- Partner with Technology/DBA teams on reporting infrastructure and pipeline support, including job monitoring and issue triage.
- Provide end-user support and training for reporting access and usage; resolve support cases through closure.
- Support strategic initiatives, including gamification, using game-like mechanics to motivate and reinforce goal performance, progress tracking, and recognition.
Required Qualifications - Advanced Power BI expertise, including dashboard and report development, data modeling, DAX calculations, visualization best practices, report performance optimization, and translating business requirements into actionable reporting solutions.
- Experience with ETL and reporting infrastructure, including SQL Agent jobs and SSIS, along with hands-on experience working in Google Cloud Platform (GCP) data environments.
- Strong SQL skills with SQL Server Management Studio (SSMS) and Microsoft Analysis Services experience, including ad hoc queries for investigation and support and the ability to validate data and reconcile across sources.
- Demonstrated experience in reporting, analytics, business operations, or production data support in a high-volume environment.
- Proven ability to perform reconciliation, troubleshoot data issues, and maintain high standards for data integrity.
- Ability to communicate clearly with both technical and non-technical partners, with strong follow-through in a support workflow.
- Comfort supporting occasional off-hours or weekend work for scheduled releases and upgrades.
Preferred Qualifications - Experience in a large contact center environment, including familiarity with common performance metrics and Workforce Management concepts and tools.
- Experience with contact center reporting and performance tools, such as APM/Aspect, Five9, or similar platforms.
Experience with analytics enablement tools, such as Alteryx or Dataiku, advanced Excel skills, and familiarity with Power BI administration, governance, deployment pipelines, or enterprise reporting environments.
Education- Bachelor's degree, or equivalent experience.
- Master's degree in a quantitative field or MBA preferred.
Anticipated Weekly Hours40
Time TypeFull time
Pay RangeThe typical pay range for this role is:
$66,330.00 - $145,860.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Great benefits for great peopleWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 08/22/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
