**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 position is remote eligible after successful completion of training** **_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