Data Reporting Analyst

TechOp Solutions is seeking a highly analytical and detail-oriented Data Reporting Analyst to support a large contact center. This individual will play a critical role in ensuring all contractual data reporting requirements are met while driving data-informed decision-making across call center operations. The ideal candidate brings strong experience in Salesforce, contact center environments, and exposure to AI-driven tools and analytics used to optimize performance, workforce management, and customer engagement.

·         Plan, direct, and manage data reporting activities to ensure all contractual obligations are fulfilled accurately and on time

·         Analyze large datasets to identify trends, patterns, and performance gaps across call center operations

·         Develop and deliver inquiry information reports, dashboards, and data visualizations for stakeholders and DHS leadership

·         Support program-specific analysis and develop data-driven strategies for issue resolution and process improvement

·         Provide insights to support CSR workforce management, including staffing models, productivity tracking, and performance optimization

·         Leverage AI and automation tools to enhance call center performance

·         Ensure compliance with all contract data reporting requirements and quality standards

·         Collaborate with program leadership

·         Performs additional duties as assigned. 

Requirements

• Bachelor’s degree (BS/BA) required
• Minimum 4+ years of experience in a data reporting or data analyst role
• Strong skills in data analysis, trend identification, and reporting visualization tools (e.g., Power BI, Tableau, Excel)
• Ability to translate data into actionable insights and operational strategies
• Excellent communication skills with experience supporting government stakeholders

Preferred Qualifications

·         Hands-on experience with Salesforce reporting and analytics tools

·         Experience supporting call center or contact operations

·         Experience leveraging AI tools or automation in a call center environment (e.g., predictive analytics, chatbots, workforce optimization tools)

·         Experience supporting performance metrics, SLAs, and KPI-driven environments

·         Active Security Clearance

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Benefits

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At TechOp, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The tentative wage for this role is $80,000 - $110,000.

TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.