Customer Service Support Analyst

The Contact Center Support Analyst serves as a key resource for the generation, analysis, validation, and distribution of contact center performance reports, portfolio performance summaries, incentive tracking, and other operational reporting used to support business decisions and compensation programs.

This position works closely with Operations Management, Contact Center Leadership, and supporting departments to ensure the accuracy, timeliness, and integrity of all metrics that impact agent, team, and departmental performance. The analyst is responsible for maintaining reporting processes, identifying trends and opportunities, validating data, and delivering actionable insights that support operational effectiveness, client reporting requirements, and incentive compensation calculations.

Additionally, the role supports the development and continuous improvement of reporting tools, dashboards, and automated processes to enhance efficiency, reduce manual effort, and impr...