Note: The job is a remote job and is open to candidates in USA. Selene Finance LP is a financial services firm specializing in mortgage servicing and related operations. The Telephony Data Analyst will be responsible for delivering actionable reporting and analytics to support decision-making within the contact center, ensuring the organization has timely and accurate data to optimize performance.
Responsibilities
- Develop, maintain, and distribute operational reports, dashboards, and scorecards supporting Contact Center leadership
- Provide ad hoc reporting and analysis to support business decisions, operational initiatives, and executive requests
- Monitor and analyze key contact center performance indicators, including service levels, call volumes, abandonment rates, handle times, occupancy, adherence, productivity, quality, and customer experience metrics
- Identify performance trends, operational risks, and opportunities for improvement through data analysis
- Deliver actionable insights and recommendations that support operational efficiency and business performance
- Create recurring daily, weekly, monthly, and quarterly reporting packages for leadership teams
- Partner with Reporting, Business Intelligence, and Technology teams to automate operational reporting processes and reduce manual reporting efforts
- Assist in defining reporting requirements and translating business needs into technical reporting solutions
- Support the development of scalable reporting frameworks and data governance standards
- Validate data accuracy and ensure reporting consistency across systems and stakeholders
- Help optimize reporting delivery methods and improve data accessibility for business users
- Work closely with Contact Center leadership to understand operational objectives, reporting needs, and performance goals
- Develop meaningful performance measurements that help leaders make informed business decisions
- Analyze campaign results, telephony performance, workforce trends, capacity planning metrics, and operational outcomes
- Support workforce management, telephony, and operational teams through targeted reporting and performance analysis
- Assist leadership in evaluating new initiatives, technology enhancements, and process improvement efforts through data-driven assessments
- Serve as a liaison between Operations, Reporting, Technology, and Business stakeholders to gather reporting requirements and prioritize deliverables
- Participate in cross-functional projects requiring reporting development, dashboard creation, or analytical support
- Present findings and recommendations to leadership in a clear and understandable manner
- Translate complex data into actionable business insights for non-technical audiences
- Support strategic planning efforts through trend analysis, forecasting support, and operational intelligence
- Perform data validation and quality assurance to ensure accuracy and reliability across reporting platforms
- Identify reporting discrepancies, data anomalies, and process gaps and work collaboratively to resolve issues
- Maintain reporting documentation, metric definitions, and business rules
- Support compliance, audit, and governance requirements related to data reporting and operational performance metrics
Skills
- Minimum of 3 years of experience in reporting, business analytics, workforce analytics, business intelligence, contact center operations, or a related analytical role
- Experience supporting Contact Center, Customer Service, Mortgage Servicing, Financial Services, or similar operational environments
- Experience developing operational reports, dashboards, and performance metrics
- Demonstrated ability to gather business requirements and translate them into reporting solutions
- Experience analyzing large datasets and presenting findings to leadership
- Advanced Microsoft Excel skills, including Pivot Tables, Power Query, Lookup Functions, and data analysis techniques
- Experience with SQL and relational databases preferred
- Experience with reporting and visualization tools such as Power BI, Tableau, SSRS, or similar platforms
- Ability to work with multiple data sources and transform data into actionable reporting
- Strong understanding of contact center metrics and performance measurements
- Experience with data validation, report automation, and dashboard development
- Experience supporting Contact Center Operations, Workforce Management, Telephony, or Customer Experience organizations
- Experience working with enterprise reporting, analytics, or business intelligence teams
- Mortgage servicing, banking, financial services, or regulated industry experience
- Experience working with contact center platforms such as Alvaria Cloud, Genesys Cloud, NICE, Five9, or similar technologies
- Experience supporting performance reporting for large operational organizations
Benefits
- Paid Time Off (PTO)
- Medical, Dental &Vision
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Paid Holidays
- Company paid Life Insurance
- Matching 401(k) Plan
Company Overview
Company H1B Sponsorship