Reports Analyst

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story -

About the Job

The Reports Analyst will be responsible for the analysis and reporting of operational related data in an on-going effort to increase visibility for program and employee performance.  The Reports Analyst will create standardized & custom reports for Corporate Reporting as well as driving efficiency and process improvement through automation.

As a Reports Analyst, you will...

  • Collect, analyze, evaluate and report data in order to increase visibility into performance for all lines of business within 24-7 Intouch
  • Development & validation of queries and report templates to ensure consistency and accuracy
  • Collaborating with employees across the organization to ensure data needs are met, including troubleshooting various data sources and databases.
  • Perform deep dive analysis on results
  • Participate and support special projects requiring additional analysis
  • Collaborate and develop Corporate reporting solution including real time dashboard.
  • Completion of special projects and ad hoc analysis as directed to provide timely information and support for tactical and strategic decisions 

As a Reports Analyst, you have... 

  • Proven ability to work effectively in a team environment as well as independently with minimal supervision
  • Proven interpersonal and communication skills to develop internal relationships/partnerships with multiple stakeholders
  • Exceptional organizational and multi-tasking skills, with the ability to complete tasks quickly in a high energy environment
  • Analytical and problem solving experience with attention to detail
  • Self-starter with the ability to work in a fast-paced, performance driven environment
  • Post-secondary education in Information Technology, Statistics or Data Analysis considered an asset
  • Previous experience within a Call Center considered an asset
  • Advanced Excel knowledge
  • Intermediate to advanced experienced with VB, SQL or other scripting tools

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