What Will You Be Doing?

Leads reporting, analytics, and performance insights across vendor operations, serving as the source of truth for KPIs and performance trends. This position builds and manages dashboards, analyzes performance across vendors, channels, and workflows, and turns data into actionable recommendations that improve customer experience, vendor accountability, workforce planning, and operational execution.

Essential Functions

• Build, maintain, and evolve Power BI dashboards, executive scorecards, and performance reporting for Customer Care vendor operations.
• Analyze KPIs across vendors, channels, queues, sites, workflows, and lines of business to identify trends, root causes, risks, and performance gaps.
• Deliver clear business insights, data-driven narratives, and actionable recommendations to Customer Care leadership and operational partners.
• Support vendor business reviews, Monday Operations reviews, executive readouts, and partner performance discussions with consolidated reporting and performance insights.
• Partner with Operations, Quality, Training, Workforce, Finance, Digital Transformation, and BPO partners to align insights to action and improve operational outcomes.
• Validate reporting accuracy, data sources, partner files, KPI definitions, and dashboard outputs to maintain a reliable single source of truth.
• Support workforce and partner delivery analysis by connecting volume, SLA, ASA, AHT, abandon rate, queue health, capacity, and staffing trends to readiness and performance decisions.
• Translate CSAT, FCR, repeat contact, complaint, DOT, and customer sentiment data into operational insights and improvement opportunities.

Other Functions

• Support ad hoc operational data pulls, analysis requests, audit support, queue reviews, complaint analysis, and special projects aligned to Customer Care priorities.
• Assist with documentation of reporting roadmaps, owners, timelines, dependencies, risks, and mitigation plans.
• Participate in knowledge transfer, dashboard development alignment, and technical troubleshooting with analytics, reporting, and operational partners as needed.
• Perform other duties as assigned.

Qualifications

• Required: 5+ years of experience in business analytics, contact center reporting, operations analytics, vendor operations, workforce analytics, customer experience analytics, or a related role.
• Required: Experience building dashboards, scorecards, reporting packages, or executive business reviews.
• Required: Strong Excel and data-analysis skills with demonstrated ability to interpret data, identify trends, validate assumptions, and make recommendations.
• Required: Experience working with operational KPIs such as SLA, AHT, abandon rate, CSAT, FCR, repeat contact, transfer rate, queue health, productivity, and complaint trends.
• Preferred: Contact center, airline, travel, hospitality, customer care operations, BPO, or vendor partner operations experience.
• Preferred: Power BI, Databricks, SQL, dashboard development, business intelligence, workforce planning, capacity reporting, data governance, or source validation experience.
• Preferred: Experience supporting executive reporting, QBRs, MBRs, vendor business reviews, or customer experience improvement plans.

Knowledge, Skills and Abilities

• Strong analytical thinking with the ability to identify trends, root causes, anomalies, data gaps, and performance risks.
• Ability to translate complex operational data into clear business narratives, executive summaries, and actionable recommendations.
• Strong communication and presentation skills with the ability to engage operational, technical, vendor, and executive audiences.
• Ability to manage multiple priorities, reporting requests, dependencies, and deadlines in a fast-moving operational environment.
• Demonstrated ownership, accountability, curiosity, and proactive communication when gaps, blockers, or risks exist.
• Ability to partner cross-functionally with Operations, Workforce, Quality, Training, Finance, Digital Transformation, analytics teams, and BPO partners.
• Comfort working in ambiguity while building structure, standards, reporting routines, and repeatable processes.
• Preferred: Working knowledge of Power BI, Databricks, SQL, dashboard governance, data integrity validation, and contact center operational reporting.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled. Position may require collaboration with remote, offshore, and multi-site vendor partners through phone, chat, email, video conferencing, and collaboration tools.

Physical Effort

Light physical effort; primarily sedentary work with regular use of a computer and standard office equipment.

Supervision Received

Works under general supervision. Expected to operate with independent judgment, manage recurring reporting routines, identify risks or gaps proactively, and escalate issues or recommendations as appropriate.

Positions Supervised

None.

Salary Range: $72,000 - $96,331

Please note this role has a closing date of on or before 9/29/26 midnight MST

Workplace Policies

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.