Republic Services ยท 23 hours ago
Call Center Reporting Analyst
United States
Full-time
Remote
Entry, Mid Level
$56K/yr - $78K/yr
2+ years expRepublic Services, Inc. is a leader in the environmental services industry, providing a complete set of products and services including recycling and waste management. The Call Center Reporting Analyst is responsible for analyzing and reporting customer service data to support management decisions and improve service levels.
Information TechnologyRecyclingRenewable EnergySustainabilityWaste Management
Responsibilities
Generates accurate forecasts and maintains historical data to effectively allocate requirements to develop and maintain scheduling, staffing, reporting and other services as required
Develops and maintains scenarios and updates
Creates and adjusts representative schedules to ensure coverage of call volume
Tracks and analyzes call flows, call patterns, service levels and abandon rates
Provides reports, information and recommendations to management to ensure productivity goals are in adherence to set standards (i.e., systems, procedures, workflow, etc.)
Presents analysis/proposals to various levels of the organization, as business need dictates
May perform queue monitoring to ensure service levels are met
Serves as liaison with IT Department, providing local support for telephony implementation and computer requirements
Monitors daily/weekly/monthly/yearly call center performance and makes adjustments to ensure that all departmental service goals are met
Manages and performs quality assurance data collection & reporting, report development and maintenance
Conducts ad hoc queries of the information systems
Ensures the accuracy and distribution compliance of call center reporting
Analyzes trends in service center metrics and make recommendations that identify root causes
Builds and/or revises existing statistical models to meet call center requirements and expectations
Effectively analyzes and interprets data related to internal and external customer needs
Optimizes the use of departmental technology and workforce management techniques to improve call center efficiencies and effectiveness
Consults, advises and works with the call center management team to produce high levels of customer satisfaction that are balanced with business needs
Performs other job-related duties as assigned or apparent
Qualification
Required
Minimum of 2 years of call center experience, including experience in reporting, staffing, IT, and/or customer service call handling
Experience working with call center data (e.g., unified telecom data, Salesforce data, etc.)
Preferred
Highly prefer candidates with experience in SQL, VQL, DAX, Power BI, or other comparable software
Seeking experience leading customer service agents through technological transformation and understand related impacts
Hire needs effective communication between departments, particular technical and business operations
Benefits
Comprehensive medical benefits coverage, dental plans and vision coverage.
Health care and dependent care spending accounts.
Short- and long-term disability.
Life insurance and accidental death & dismemberment insurance.
Employee and Family Assistance Program (EAP).
Employee discount programs.
Retirement plan with a generous company match.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO)
Company
Republic Services
Republic Services provides comprehensive environmental services to support business, home and community.
10001+ employees
H1B Sponsorship
Republic Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (22)
2023 (14)
2022 (17)
2021 (26)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
unknown1998-07-01IPO
Leadership Team
Jon Vander Ark
President and CEO
Brian DelGhiaccio
EVP, Chief Financial Officer
Recent News
2026-01-06
Company data provided by crunchbase