Contact Center Reporting Analyst (Power BI / Excel)

Job Description

Job Description

Contact Center Reporting Analyst (Power BI / Excel) U.S. Citizens Only

Location : Hybrid / Remote (Eastern or Central Time Zones Preferred)

Employment Type : Full-Time

Compensation : $50,000 $65,000 base salary + full benefits

Experience Level : 2-5 years

Sponsorship : Not available U.S. citizens only

About the Opportunity :

Are you passionate about turning data into actionable insights that elevate customer experience?

Join a forward-thinking financial services organization as a Contact Center Reporting Analyst , where your expertise in Power BI, Excel, and digital performance metrics will shape operational excellence and leadership visibility.

This role supports the modernization of contact center analytics developing, maintaining, and automating dashboards that highlight performance trends, efficiency opportunities, and service quality metrics.

If you're detail-oriented, analytical, and ready to make data tell a story, we want to meet you.

What You'll Do :

Build and maintain daily and executive-level dashboards in Power BI and Excel, delivering real-time visibility into contact center performance.

Track and analyze key metrics such as average handle time, wait time, hold duration, abandon rate, and chat response time.

Partner with leadership to identify trends, optimize workflows, and enhance customer service outcomes.

Collaborate with IT and vendor partners to troubleshoot digital reporting systems and ensure data integrity.

Maintain existing reporting procedures while helping design new automated, digitized reporting frameworks.

Participate in system testing and upgrades, ensuring reliability and smooth adoption of new tools.

What You Bring :

2-5 years of experience in contact center analytics or reporting .

Proficiency with Power BI (Intermediate or higher) and strong skills in Excel, PowerPoint, and Word .

Excellent communication, analytical, and organizational abilities.

Experience with Mitel, NICE, Genesys, or similar digital contact center tools preferred.

Attention to detail and ability to multi-task in a fast-paced environment.

U.S. citizenship required no visa sponsorship available now or in the future.

Why Work Through Northwest Talent Solutions :

At Northwest Talent Solutions (NWTS) , we don't just fill roles - we connect excellence with opportunity.

Our differentiators :

AI-Driven Precision : Every candidate match is guided by advanced analytics and human insight to ensure the fastest, most accurate placements.

Human-Centered Representation : We advocate for our professionals with integrity, transparency, and a commitment to lasting relationships.

Industry Expertise : We specialize in recruiting for data analytics, digital transformation, and customer experience roles across enterprise and financial services sectors.

Values-Driven Culture : Founded on inclusion, trust, and workplace civility because how people are treated matters as much as what they deliver.

When you work with NWTS, you're not just applying for a job you're partnering with a team dedicated to your success.

Apply Today :

Ready to bring data to life and make a measurable impact?

Apply today with your resume and a brief summary of your contact center reporting experience .

A recruiter from NWTS will reach out within 48 hours for qualified applicants.

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