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.