Reporting Analyst
Location: Warren, MI 48092
Schedule: Hybrid- 3 days onsite
About the Role
This role is focused on forecasting and reporting for call center operations, not accounting. The Workforce Forecaster will analyze contact center volume, handle times, staffing requirements, and key performance metrics to drive operational efficiency and support business decision-making. This is a highly analytical, reporting-heavy role with direct visibility across our Tier 1 Automotive client’s business groups.
Key Responsibilities
- Forecast daily, weekly, and monthly contact volumes, handle times, staffing needs, and production metrics.
- Develop, modify, and maintain predictive forecast models based on evolving business assumptions.
- Analyze the operational impact of proposed contact center changes; provide actionable insights.
- Partner with internal teams to improve data accuracy and enhance forecasting processes.
- Collaborate with supplier performance and business performance management teams to optimize service and efficiency.
- Conduct data-driven analyses and present conclusions to leadership.
- Research and adopt new forecasting methodologies, industry best practices, and tools.
- Assist with short-term and long-term financial forecasting and budgeting.
- Generate innovative solutions to reduce costs and support business accountability.
- Produce variance analyses comparing actual vs. forecasted performance.
- Develop and maintain reporting tools to track trends and improve forecast accuracy.
About the Team & Business Need
- This role supports a Call Center Data team focused on analyzing call volume and case handle time.
- Not an accounting group; work is centered on operational forecasting and reporting.
- Heavy involvement in reporting and building new ways to visualize and understand data.
- This position is important due to increased workload and special projects.
What a Typical Day Looks Like
- Independent, heads-down analytical work with periodic team collaboration during forecasting meetings.
- Opportunity for long-term growth and potential conversion to full-time.
- Group participates in structured training and onboarding.
Why This Role Is Compelling
- Broad exposure to multiple business areas within a Tier 1 Automotive company.
- Hands-on ownership of workforce forecasting for a major line of business.
- Manager views this role as a strong steppingstone for long-term career growth.
- Opportunity to innovate new reporting methods and influence how the business operates.
Required Qualifications
- Bachelor’s or Associate degree preferred OR equivalent relevant experience.
- 2+ years of non-accounting forecasting/reporting experience.
- Strong analytical and quantitative skills.
- Experience working with call center or workforce strategy data is preferred.
Preferred Tools & Technologies
- Minitab
- Clarabridge
- SQL
- Power BI
- MS Excel
- Nice Lex
Top 3 Must-Have Skills
- Reporting / Forecasting / Analytics
- Workforce Strategy or Call Center Experience
- MS Excel & Power BI (Nice Lex a plus)
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