Call Center Reporting Analyst

Core responsibilities:

• Generate accurate forecasts and maintain historical data to develop and maintain scheduling, staffing, and reporting services
• Track and analyze call flows, call patterns, service levels, and abandon rates to ensure productivity goals are met
• Provide reports, information, and recommendations to management to structure processes and schedules that support customer service goals
• Build and revise statistical models to meet call center requirements and optimize departmental technology and workforce management techniques

This role creates positive change by ensuring customer service goals are met through data-driven workforce planning and process optimization, supporting Republic Services' mission to create a more sustainable world through effective environmental services.

Required qualifications:

• Minimum of 2 years of call center experience, including reporting, staffing, IT, and/or customer service call handling
• Experience working with call center data (e.g., unified telecom data, Salesforce data)
• Experience with SQL, VQL, DAX, Power BI, or other comparable software (highly preferred)
• Experience leading customer service agents through technological transformation and understanding related impacts

Rewarding Compensation and Benefits:

• Comprehensive medical, dental, and vision coverage
• Health care and dependent care spending accounts
• Short- and long-term disability insurance
• Life insurance and accidental death & dismemberment insurance
• Employee and Family Assistance Program (EAP)
• Employee discount programs
• Retirement plan with generous company match
• Employee Stock Purchase Plan (ESPP)
• Paid Time Off (PTO)
• Salary range: $56,400-77,500 annual

Republic Services, Inc. is a leader in the environmental services industry providing recycling, waste, special waste, hazardous waste and field services. The company is committed to advancing circularity and supporting decarbonization to partner with customers in creating a more sustainable world.