Senior Reporting and Analytics Lead

Overview

The Senior Reporting & Analytics Lead will leverage data analytics and reporting to drive operational efficiency, identify performance trends, and support informed decision-making for the client. By creating and maintaining robust data frameworks, this role aligns analytics deliverables with the Exchange’s objectives to improve customer experience, achieve cost savings, and foster continuous improvement.

Through advanced data visualization tools and predictive analytics, the Reporting & Analytics Lead provides actionable insights on customer behavior, operational performance, and workforce productivity. This role acts as the central point of accountability for designing comprehensive reporting systems that deliver transparent, timely, and accurate metrics to stakeholders, enabling the Exchange to optimize resources, refine workflows, and meet strategic goals.

Additionally, this position emphasizes collaboration with cross-functional teams to ensure that reporting solutions integrate seamlessly into technical systems (e.g., CRM, Workforce Management Software) while adhering to compliance, data security, and CMS regulatory requirements. In essence, the primary mission of the role is to transform raw data into actionable intelligence that shapes both day-to-day operations and long-term service outcomes for our client’s customers.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse

Responsibilities

• Reporting and Analytics Development
  • Design and maintain comprehensive reporting frameworks, including real-time, ad-hoc, and scheduled reports, that cater to operational, strategic, and regulatory needs.
  • Create interactive dashboards and meaningful visualizations of KPIs, SLAs, and customer behavior trends to support evidence-based decision-making.
  • Collaborate with technical teams to integrate reporting solutions with the Customer Support Center's technology stack, including the CRM, Workforce Management Software (WFM), and Expresslane API.
• Data-Driven Operational Insights
  • Analyze large datasets to monitor contact center performance across all communication channels (e.g., calls, Live Chat, email) and identify trends influencing customer satisfaction, agent productivity, and service efficiencies.
  • Provide actionable recommendations to the Account Manager, Operations Manager, and other stakeholders to enhance operational workflows and customer outcomes.
  • Continually refine data models to assess and mitigate workforce bottlenecks, escalations, and system inefficiencies.
• Advanced Analytics and Technology Integration
  • Implement predictive analytics to proactively forecast customer demand, staffing needs, and performance metrics.
  • Identify and evaluate opportunities to leverage AI-driven tools and advanced analytics in alignment with contract requirements for innovation, scalability, and flexibility.
  • Ensure compliance with the Exchange's data security and privacy standards when extracting, processing, and sharing analytics.
• Continuous Improvement and Strategic Decision Support
  • Collaborate with the Organizational Change Manager to provide baseline metrics for pre- and post-implementation of new processes and tools.
  • Monitor and report on the impact of changes in operational procedures, technology platforms, and training programs using data insights.
  • Deliver ongoing analysis of customer experience metrics, including survey data, complaint resolution efficiency, and self-service tool performance, as inputs for continuous improvement initiatives.
• Collaboration and Leadership
  • Partner with cross-functional leads, including the Account, Operations, Technical, and Quality Managers, to align analytical deliverables with overall operational and contract goals.
  • Act as the primary reporting liaison with Exchange stakeholders, ensuring data deliverables adhere to CMS, Exchange, and WA State requirements.
  • Provide SME-level insights during the development and refinement of reporting tools, system testing plans, and dashboards in collaboration with technical teams.
• Compliance and Documentation
  • Ensure that all reporting deliverables meet compliance, security, and documentation standards set by the Exchange and CMS.
  • Develop and maintain a reporting Data Dictionary and associated analytics-related documentation that is auditable and easily accessible to Exchange stakeholders.
  • Evaluate and document the effectiveness of reporting changes, performance metrics, and KPIs in alignment with contract service delivery expectations.
  • Creation of a full suite of ad-hoc, scheduled, and real-time performance reports.