Share this Job

Call Center Metrics & Reporting Analyst

Apply now »

Date: Apr 24, 2019

Location: Miami, FL, US

Company: NTT DATA Services

Req ID: 48643 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Call Center Metrics & Reporting Analyst to join our team in Miami, Florida (US-FL), United States (US).



In this role you will be responsible for:

  • Performing data extraction, cleansing, validation, modeling, interpretation and reporting to support a major call center environment with Service Level Agreements (SLAs) for performance
  • Creating and maintaining customized reports, spreadsheets, and charts as requested by management.
  • Acting as the data/metrics expert, leading the way in data discovery to identify key insights and trends
  • Handling ad-hoc reporting requests, along with creating and managing reporting for projects & processes.
  • Analyzing data to identify key drivers impacting SLA results to recommend policy, process, or strategy modifications.
  • Communicating reporting or analytic results internally within the team.

Required Skills for this role include:

  • 2+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them in to scorecard/dashboards
  • 2+ years of experience using MS Excel, MS Access, and SQL queries for report generation, extraction to perform basic analysis.
  • 2+ years of experience manipulating large volumes of data, including creating output files for various processes.
  • 1+ year experience supporting a mid to large call center environment (100+ agents) that required data collection, forecasting and capacity planning to support Service Level Agreements (SLAs)


  • Previous healthcare industry experience in a Provider (hospital/doctor’s office) or Insurance company that required knowledge of member benefits or medical claims


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Miami

Job Segment: Consulting, Call Center, Database, SQL, Technology, Sales