Call Centre Reporting Analyst VA
A senior Call Centre Reporting Analyst builds the reports and dashboards behind your contact centre, tracking service levels, handle times, occupancy and quality, so managers see problems early and staff to demand.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Call Centre Reporting Analyst VA builds the dashboards and reports used to understand contact centre performance, covering service levels, handle times, occupancy, quality and staffing trends. They can combine data from contact centre platforms and CRMs, automate reports and investigate the causes behind missed targets. Outsource Teams provides top 1% vetted talent with contact centre analytics experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Build and maintain daily, weekly and monthly dashboards for service level, ASA, AHT, abandonment, occupancy and FCR in Power BI, Tableau or Looker Studio.
- Extract data from contact centre platforms such as Genesys, Five9, NICE CXone, Talkdesk or Amazon Connect and from the CRM.
- Write and optimise SQL queries against the data warehouse to answer operational questions.
- Produce interval-level volume and handle time analysis to support forecasting and scheduling.
- Reconcile reports across systems so the numbers agree and document the definitions of every metric.
- Analyse trends and root causes behind missed service levels and present findings with recommendations.
- Automate recurring reports and alerts to remove manual work.
- Support workforce management with adherence, shrinkage and forecast accuracy reporting.
- Respond to ad hoc data requests from team leaders and executives with fast, accurate answers.
Software & Tools
Requirements
- 5+ years in contact centre reporting, workforce management or operations analytics.
- Advanced SQL and Excel, and practical experience building dashboards in Power BI, Tableau or Looker Studio.
- Experience with reporting from Genesys, Five9, NICE CXone, Talkdesk, Avaya or Amazon Connect.
- Solid understanding of contact centre metrics and Erlang-based staffing concepts.
- Clear written and spoken English for presenting findings to managers who are not analysts.
- Careful about data quality with a habit of reconciling numbers before publishing them.
- Reliable high-speed internet and backup power, with availability during the client's reporting cycle.
Frequently Asked Questions
What can they report on?
They can report on service level, ASA, average handle time, abandonment, occupancy, first-contact resolution, adherence, shrinkage and forecast accuracy.
Can they automate regular reporting?
Yes. They can automate recurring dashboards, reports and alerts to reduce manual reporting work.
What systems can they use?
They can work with Microsoft Excel, Power BI, Genesys, Five9, SQL and Looker Studio, as well as platforms such as NICE CXone and Talkdesk.
How experienced are the candidates?
Candidates are expected to have at least five years in contact centre reporting, workforce management or operations analytics.
What does it cost?
Rates are listed in USD at $7 per hour for entry-level talent, $9 per hour for intermediate and $12 per hour for senior talent. There are no lock-in contracts.
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