Required Experience & Qualifications • 3–5+ years of experience in a reporting or data analyst role in a contact center • Strong understanding of call center metrics, operations, and workforce-related KPIs • Proficiency with Quicksight Position Summary We are seeking a data-driven and highly skilled Reporting Analyst to support the performance monitoring, strategic planning, and decision-making processes of our newly launched healthcare payment call center. This role will be responsible for developing, maintaining, and evolving reporting tools and dashboards that provide actionable insights across all functions. The ideal candidate has strong experience with Power BI and other visualization platforms, a solid understanding of call center metrics, and a passion for turning data into meaningful stories. Key Responsibilities • Design and maintain interactive dashboards, scorecards, and reports using Power BI and other reporting tools • Partner with operations, workforce, QA, and leadership teams to gather reporting requirements and build fit-for-purpose analytics solutions • Create and automate daily, weekly, and monthly reports to monitor inbound and outbound KPIs such as net contact rate, collection rate, NPS/Patient Satisfaction, , aging reports, call volume, AHT, SLA, CSAT, adherence, and productivity • Translate complex datasets into clear, actionable insights that drive operational decisions and improve performance • Ensure data accuracy, integrity, and consistency across all reporting environments • Develop data models and visualizations that support root cause analysis, performance trends, and forecasting • Support executive and client-facing reporting needs, including summaries, presentations, and ad hoc analysis • Work closely with IT and systems teams to ensure data sources are correctly integrated and refreshed • Contribute to a culture of continuous improvement by identifying gaps, inefficiencies, and opportunities for smarter data use