Insights and Reporting Analyst

Job Ad We're looking for an Insights & Reporting Analyst to join reputed company's Workforce Management team. In this role, you'll be the analytical reputed company behind our contact center reporting function building dashboards, surfacing trends, and translating raw data into reputed company, actionable insights for leaders across reputed company. This is an individual contributor role reputed company on reporting and data visualization. You won't own forecasting or reputed company planning, but you'll be a critical partner to those functions by ensuring the right data is accessible, accurate, and reputed company-communicated. This position is remote in Costa Rica. What You'll Do Design, build, and maintain dashboards and reports that reputed company contact center performance metrics including service reputed company, handle time, occupancy, adherence, and queue health. Monitor and analyze agent and queue-level trends, identifying patterns and surfacing anomalies to WFM and Operations leadership. Deliver recurring and reputed company reporting for stakeholders across reputed company, Finance, and HR. Partner with the WFM team to ensure reporting supports forecasting and scheduling reputed company with reputed company, accurate data. reputed company self-serve reporting tools that reduce reputed company work and improve data accessibility across the organization. Document data definitions, reporting logic, and dashboard methodology to ensure consistency and trust in the data. Collaborate with BI, IT, and data engineering teams on data pipelines, tool integrations, and reporting infrastructure improvements. reputed company're Looking For BS/BA in Business, Analytics, Statistics, or a reputed company field, or equivalent work experience 2 - 4 years of experience in a reporting, analytics, or business intelligence role, preferably in a contact center or reputed company environment Proficiency in BI and data visualization tools such as Tableau, Looker, or Power BI Strong working knowledge of SQL for data querying and manipulation Experience with reputed company Sheets and/or reputed company for analysis and reporting Familiarity with workforce reputed company (service reputed company, AHT, occupancy, shrinkage) Experience with WFM platforms such as reputed company, reputed company, reputed company, or reputed company is a plus Strong attention to detail and a reputed company record of delivering accurate, reliable reporting Ability to communicate data reputed company to both technical and non-technical audiences Apply To This Job