Contact Center Reporting Specialist

2 months ago

Westminster, Colorado, United States Bright Horizons Family Solutions Full time

Do you love data? Are you interested in working for one of FORTUNE magazine's "100 Best Companies to Work For"? If so, our Contact Center Report Specialist may be the career for you

The Contact Center Reporting Specialist is primarily responsible for the compiling of data from various sources for client and company reporting. They will work directly with major stakeholders to address their ad-hoc and/or regular stakeholder-specific reporting needs around metrics. The position is project driven as stakeholder needs arise in addition to completing and distributing non-standard monthly stakeholder reports. The Contact Center Reporting Specialist will serve as the ad-hoc reporting expert on Contact Center proprietary software system and ensure that stakeholder reporting needs are addressed in the timeframe specified by the stakeholder and LOBs.

What you will be doing:

  • Extract data from sources including but not limited to the contact center platform, customer relationship management systems, customer satisfaction surveys, and other user defined data.
  • Work closely with various contact center leadership and stakeholders to understand data needs, processes and requests for new reports.
  • Build relationships with internal stakeholders to continuously gain a deeper understanding of the company's data collection and how it can be leveraged for business needs.
  • Support the business with timely reports, dashboards and scorecards that provide analytical insights and meet the needs of internal customers.
  • Create custom reports, visualize data and analyze the results.
  • Identify and interpret trends and patterns in data-sets to facilitate decision-making.

Responsibilities Include:

  • Develop and maintain functional knowledge of contact center software systems used for reporting to include all data points and metrics tracked within the system. Leverage system changes to improve reporting.
  • Create, generate, maintain, and distribute weekly, monthly, quarterly, annual, and ad-hoc reports ensuring they are published within appropriate timelines.
  • Translate stakeholder requirements into reporting deliverables. Work with leadership to assist development of action plans to improve service delivery based on metrics, data analysis, or customer feedback.
  • Use internal tools and advanced data mining and analytic skills to create data tables and to generate reports and dashboards that satisfy specific leadership and stakeholder requirements.
  • Coordinate with contact center leadership and stakeholders so as to complete reporting projects as requested.
  • Maintain current reporting instructions and data definitions commensurate with reporting responsibilities. Regularly verify report accuracy.

Education and Experience for the position:

  • High School Diploma/GED required
  • 1-2 years in a reporting role or equivalent experience.
  • Demonstrated initiative with keen attention to detail and follow-up.
  • Excellent analytical and problem-solving skills.
  • Ability to grasp new concepts quickly and the flexibility to adjust to changing requirements, schedules, and priorities.
  • Customer service focused and skilled at building relations with operational leaders and stakeholders.
  • Clear and effective communication appropriate for both technical peers and business customers.
  • Intermediate knowledge of MS Excel to include conditional formatting, pivot tables and basic formulas.
  • Ability to work in a fast paced and highly dynamic environment while prioritizing projects and tasks.
  • Equally adept at working in a collaborative team environment or completing projects and tasks individually.
  • Familiarity with contact center technologies, operations and metrics preferred.
  • Knowledge of SQL and/or Qlik a plus.

Compensation for this role starts at $55,000 annually

Compensation Range: $55,000k annually

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business — and no matter which department you join, you'll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you'll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at or

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at or Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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