Reporting Analyst

Position Description & Responsibilities

Job Title

Reporting and Problem Management Analyst

Department :

Information Technology

Division : IT Operations

Reports To (Title) :

Director, Enterprise Contact Center

Date Written : 03 / 06 / 2023

Date Revised : 08 / 26 / 2025

Exempt / Non-exempt :

Exempt

Direct Reports :

Summary of Position (Job Purpose)

The Enterprise Contact Center Reporting and Problem Management Analyst will collaborate with the team, collecting, analyzing, and interpreting data on performance for all lines of business within the organization. This includes top call drivers, trending issues or call spikes, problem management, as well as proactive reports and analysis to ensure operational excellence and customer satisfaction. The position is also responsible for identifying reoccurring issues across the business, spotting trends, analyzing problems, and managing the resolution process through to completion.

Principal Duties and Responsibilities

Using data and reporting to identify reoccurring issues over a defined time, performing analysis on these issues, and working with internal and external partners to ensure the problem is being working on, updated regularly and progressing towards resolution.

Analytical support surrounding collection and analysis of data to determine trends and develop or enhance Enterprise Contact Center reports and dashboards.

Reporting oversight on key SLA and KPI metrics for all lines of the business

Translate stakeholder requirements into reporting deliverables

Deliver ad hoc reports as requested

Continually seek to improve existing reporting processes by partnering with third party vendors

Identify business process gaps and ensure the integrity and accuracy of all reports distributed

Evaluate potential implementation challenges / risks / liabilities to prioritize and recommend areas of opportunity

Perform routine analysis on ITSM categories to drive reporting improvements

Identify and provide trending on store incidents and escalation performance

Make frequent presentations to management

Other assigned duties

Minimum Requirements / Qualifications

Education :

• Bachelor's degree or 4+ equivalent years of related work experience preferred.

Experience :

Minimum 3+ years Contact Center Reporting experience

Advanced proficiency with MS Excel, Microsoft Office Suites

Proficient and working knowledge of Call Center Technology

Desired Qualifications

Contact Center and business process knowledge

Experience with ServiceNow

Experience with high level communication (e.g., VP, Director)

Position Requirements

This is not to be considered a complete list of job duties, as they may be amended or added to as needed.

Full time

500 Volvo Parkway,Chesapeake,Virginia 23320

IT Services

Dollar Tree