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Reporting Analyst Call Center


AZ, Tempe

Job type:


Job Description

This person will be responsible for supporting the business with timely Reporting/Dashboard/Scorecard solutions using SQL Server/SSIS/SSRS, Oracle, MS Access, MS Excel, SharePoint, and similar Business Intelligence tools.  Candidate will support the reporting requirements by way of data pulls, queries, and automating processes/tasks, creating reports, scorecards and dashboards. Must be a team player who is able to work with minimal direction. Must be able to work effectively and efficiently to meet tight deadlines. This person will report to the Manager of Reporting and Data Analytics.  


  • 3+ years of experience in working with MS Access, MS Excel, SQL Server/SSIS/SSRS, Oracle SQL
  • Design / Develop Customized Reports / Dashboards
  • Design / Develop Reporting Portals
  • Manage Subscriptions / Delivery Methods
  • File Sharing within SSRS – Reporting Services
  • Detail-oriented
  • Development and deployment experience with ETL processes, SSRS and VBA
  • Able to adapt to change quickly in a fast-paced environment
  • Strong communication and verbal skills
  • Able to interact professionally with peers, SMEs, developers, and management
  • Strong working knowledge of call center technology, and strong skills in conducting systems analysis and in troubleshooting

Advanced knowledge on ACD systems 



  • Provide daily/weekly reports to Operations and hold weekly meetings communicating performance and offer suggestions regarding areas of improvement
  • Support continuous improvement reporting and analytics needs, as well as, the production of all management reports and service metrics
  • Proven experience analyzing reports and generating conclusions and recommendations for the business areas
  • Strong Analytical skills with the ability to research data issues and calculation validation
  • Information engineering/Data mapping
  • Ability to provide clear, concise, ongoing communications to the organization regarding staffing and ability to communicate analysis and recommendations effectively with business owners
  • Strong mathematical, analytical, and organization skills, with  data mining and analysis, research, investigating and problem solving
  • Develop stored procedures, SSRS Reports, VBA coding for data migration for performance improvement, table maintenance and ad hoc reporting request
  • Analyze existing complex systems to understand and document data elements, relationships, data flow, dependencies and their related interfaces
  • Demonstrated ability to use good judgment and logical reasoning
  • Exceptional reporting skills; including MS Excel, MS Access, MS Word and/or SQL to access, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.)
  • Knowledge of building dashboard, scorecards, and KPI’s
  • Create queries to provide ad hoc reports, analysis, and datasets based on business needs
  • Analyzing business requirements and translating them into technical solutions


The Individual

 Must have reporting or data presentation experience in a call center setting

Direct Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability