Call Center Sr. Reporting Analyst (Remote)

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Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
The Sr. Reporting Analyst will report to the Sr. Director, IMS Operations in the call center operations department. This role is pivotal in synthesizing complex data from various sources within our call center operations to provide actionable insights and recommendations to our leadership team. As a Reporting Analyst, you will be responsible for gathering, interpreting, and analyzing data on key performance metrics, and translating your findings into clear, actionable reports that support decision-making and strategic planning for the business.
Duties & Responsibilities:

• Data Exporting & Analysis: Export, clean, and analyze large datasets from various call center systems to identify trends, performance metrics, and areas of improvement.
• Reporting & Data Synthesis: Design, create, and maintain recurring and ad-hoc reports that cover all aspects of call center operations, including but not limited to: call volume, service levels, average handle time, customer satisfaction, agent performance, and more.
• Interpretation & Insights: Interpret data results to provide clear and actionable insights on performance trends and areas of opportunity for operational improvements.
• Recommendations & Decision Support: Work closely with leadership to offer data-driven recommendations to enhance efficiency, customer satisfaction, and overall team performance. Provide actionable insights that align with business objectives.
• Dashboard & Visualization Creation: Build and maintain dashboards to provide real-time insights and key performance indicators (KPIs) for leadership, operations managers, and relevant stakeholders.
• Collaboration & Communication: Present findings to senior management, translating complex data into easy-to-understand reports, presentations, and verbal communication. Collaborate with cross-functional teams (e.g., HR, Training, IT) to ensure data accuracy and alignment with business goals.
• Continuous Improvement: Continuously assess and improve reporting processes, tools, and methodologies to ensure timely, accurate, and relevant reporting.

The typical schedule for this position is from 8 a.m. to 5 p.m. CT, with up to 15% travel nationwide.
Preferred Qualifications
Education & Experience:

• 2-4 years of experience in in a reporting, data analysis, or business intelligence role (preferably in a call center or customer service environment)
• Bachelor's degree in Business, Data Analytics, Statistics, Computer Science, or a related field

Skills & Abilities:

• Technical Skills:
• Strong proficiency with data analytics and visualization tools (e.g., Excel, Tableau, Power BI, SQL)
• Experience with call center software and systems (e.g., NICE, Genesys, Avaya) is a plus
• Solid understanding of KPIs and metrics in call center operations
• Ability to work with large datasets, clean data, and perform statistical analysis
• Analytical Thinking: Strong problem-solving skills, with the ability to interpret complex data and provide actionable recommendations
• Communication Skills: Excellent verbal and written communication skills with the ability to present findings and insights to both technical and non-technical stakeholders
• Attention to Detail: High attention to detail, ensuring that reports and insights are accurate, comprehensive, and aligned with business objectives
• Time Management: Ability to prioritize tasks effectively in a fast-paced, deadline-driven environment

Preferred Skills:

• Experience with predictive analytics or machine learning techniques
• Knowledge of SQL or other database querying tools
• Familiarity with customer service operations and key performance indicators (KPIs)
• Proficiency in building automated reports and dashboards

Other Requirements:

• Infrequent travel
  • Ability to provide personal transportation from time to time
• Occasionally lifts up to 25 pounds
• Ability to work overtime
• Prolonged periods of sitting at a desk and working on a computer

#LI-Remote
Compensation & Benefits
$68,000 - $84,000 per year