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KnitWell Group · 18 hours ago

Reporting Analyst - Contact Center

Pataskala, OH

Full-time

Hybrid

Senior Level

5+ years exp

KnitWell Group is a specialty retail operating company known for its iconic brands. The Reporting Analyst for the Contact Center is responsible for creating and supporting operational and financial reporting, focusing on delivering key performance indicators and providing actionable insights to improve operations.

ApparelFashionLifestyleRetailWomen's

No H1B

Responsibilities

Develop, maintain, and distribute standardized reports covering all critical contact center metrics, including contact types, order conversion, and cost per contact

Analyze trends in contact volume, contact types, and forecast data to proactively identify opportunities for operational improvement

Leverage data to highlight outliers, recognize top performers, and pinpoint coaching opportunities

Partner with managers and IT resources to ensure reporting supports planning, contests, coaching, and other operational needs

Respond to operational inquiries with targeted analytics and success measurements, supporting both routine and ad hoc business needs

Qualification

SQLTableauPower BIMicrosoft ExcelData analysisTelephony systemsCRM systemsMulti-taskingProblem-solvingCommunication skills

Required

A bachelor's degree is required

Minimum 5 years of relevant experience in contact center analytics or reporting

Demonstrated expertise in leveraging advanced reporting languages (such as SQL) and business intelligence tools (including Tableau, Power BI, and Microsoft Excel) to design, develop, and maintain comprehensive operational and financial reports

Advanced proficiency in Microsoft Office (Excel, Project, PowerPoint, Word, Teams)

Proven ability to transform complex data sets into actionable insights that drive continuous improvement and support strategic decision-making across multiple business units

Exceptional written and verbal communication skills are important

Strong problem-solving abilities and initiative

Proven ability to work under pressure and manage multiple priorities

This role is ideal for a data-driven professional who thrives on transforming complex data into actionable insights, enabling the contact center to stay ahead of challenges and deliver outstanding customer and agent experiences

Preferred

Experience with telephony, CCAAS, OMS, and CRM systems is highly desirable

Benefits

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.

Support for your individual development plus opportunities for career mobility within our family of brands.

A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.

Medical, dental, vision insurance & 401(K).

Employee Assistance Program (EAP).

Time off – paid time off & holidays.