ITCON Services
Actively Hiring
ITCON delivers a full range of professional services and solutions to help maximize value to clients
- B2B
- Growth StageExpanding market presence
Job Location
Remote Work Policy
In office - WFH flexibility
Visa Sponsorship
Not Available
RelocationAllowed
Skills
Tableau
CRM Systems
ACD
Power BI
Excel (advanced Functions, Pivot Tables)
IVR Analytics
About the job
The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the DOL National Contact Center (NCC). This role ensures that accurate, timely, and actionable data is available to support decision-making, monitor contract compliance, and drive continuous improvement.
The Reports Analyst plays a critical role in translating contact center data (calls, emails, performance metrics) into meaningful insights for both internal leadership and DOL stakeholders.
- Manage reporting function: Develop and deliver all required reports (daily, weekly, monthly, and ad hoc).
- Analyze performance data: Interpret contact center metrics (SLA, AHT, FCR, volume trends) to identify issues and insights.
- Support decision-making: Provide data-driven recommendations to improve operations and service delivery.
- Ensure data accuracy: Validate and maintain integrity of all reporting data and systems.
- Customize reports: Tailor reports to meet DOL stakeholder requirements and evolving needs.
- Track KPIs: Monitor performance against contractual metrics and highlight variances.
- Collaborate with teams: Work with Operations, QA, and Workforce Management to align reporting with operational realities.
Support compliance: Ensure reporting meets contract requirements and audit readiness.
Education
- Bachelor's degree in:
- Data Analytics, Business, Information Systems, or related field
- Equivalent experience may be considered
Experience
- 5+ years of experience in:
- Data analysis and reporting
- Contact center or operations analytics (preferred)
- Experience working with:
- Large datasets
- Performance metrics and KPIs
- Experience supporting:
- Federal or regulated environments (preferred)
Technical Skills
- Proficiency in:
- Excel (advanced functions, pivot tables)
- Data visualization tools (e.g., Power BI, Tableau)
- Experience with:
- CRM systems
- Call center reporting tools (ACD, IVR analytics)
- Basic knowledge of:
- SQL or data querying (preferred)
About the company
ITCON Services
Actively Hiring
51-200
Contact Centers
- B2B
- Growth StageExpanding market presence
Perks
Healthcare Benefits
Insurance benefits are effective your first day at ITCON. We contributes to employee and dependent/family insurance plans at a competitive rate
Retirement Benefits
ITCON recognizes the importance of saving and planning for the future. We offer a 401K match of up to 6.5% for all employees.
Remote Work
Many of our open roles have a partially remote option after the first 90 days!
Flexible vacation and leave
ITCON employees enjoy a robust PTO policy, all federal holidays, and personal days. As a DC employer, employees are encouraged to utilize the parental, family, and sick leave protections in place by the District.
A culture of fun!
We celebrate our employees and successes loudly and proudly! We hold seasonal get togethers (this summer we're taking over the National Zoo!), happy hours, potlucks, and catered recognition events to rally around our people.
Training and Development
Want to learn a new skill? We encourage that (and pay for it too)! Every quarter, we recognize and award employees for new certifications, valuable skill sets, and expanding their training and education.