Description
The Contact Center Support Analyst serves as a key resource for the generation, analysis, validation, and distribution of contact center performance reports, portfolio performance summaries, incentive tracking, and other operational reporting used to support business decisions and compensation programs.
This position works closely with Operations Management, Contact Center Leadership, and supporting departments to ensure the accuracy, timeliness, and integrity of all metrics that impact agent, team, and departmental performance. The analyst is responsible for maintaining reporting processes, identifying trends and opportunities, validating data, and delivering actionable insights that support operational effectiveness, client reporting requirements, and incentive compensation calculations.
Additionally, the role supports the development and continuous improvement of reporting tools, dashboards, and automated processes to enhance efficiency, reduce manual effort, and improve data visibility across the organization




Duties and ResponsibilitiesStatistical Reporting & Analysis
- Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs.
- Compile, analyze, and monitor key performance indicators (KPIs), including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, quality measures.
- Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams, clients.
- Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement.

Bonus Program Support
- Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requir

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