KEY RESPONSIBILITIES
Reporting & Data Management
- Pull and consolidate reports from client systems across multiple programs on a regular cadence
- Build, maintain, and continuously improve reporting outputs including hierarchy reports and program performance dashboards
- Organize and maintain lead files, ensuring data integrity and accessibility for program stakeholders
- Develop and manage Excel-based reports with structured, clean formatting suitable for internal and client audiences
Analytics & Insights
- Analyze program data to identify trends, anomalies, and performance gaps — not just compile numbers, but draw meaningful conclusions
- Recognize when key metrics are deviating from expected patterns and proactively investigate root causes
- Translate data findings into clear, actionable takeaways for the Director and program teams
- Leverage BI reporting tools to build visual summaries and performance narratives that support decision-making
Business Reviews & Client Support
- Help gather data and put together Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), including data compilation and slide development in PowerPoint
- Participate in client-facing meetings as needed, serving as a knowledgeable resource on program data and performance
- Maintain professional relationships with client contacts and respond to data-related inquiries in a timely manner
Cross-Functional Collaboration
- Partner with the IT department on reporting infrastructure, system access, and data pipeline issues
- Coordinate with the QA team (India-based) to align on quality metrics, reporting inputs, and issue resolution
Operations & Issue Management
- Monitor program health indicators and flag performance risks or operational issues to the Director and/or Operations team
- Serve as a point of escalation for data discrepancies, reporting gaps, or process breakdowns — owning the issue through to resolution
- Support invoicing processes, ensuring billing data is accurate and submitted on schedule
QUALIFICATIONS
Required
- Experience working on a contact center program in a role that required working with performance data and metrics, such as a Team Manager, with the ability to translate that hands-on program experience into multi-program reporting and analysis
- Proficiency in Microsoft Excel
- Hands-on experience with BI tools
- Demonstrated ability to interpret data and communicate insights
- Strong organizational skills with the ability to manage data and deliverables across multiple programs simultaneously
- Comfortable engaging with clients and cross-functional teams
- Previous marketing and sales experience - Preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
