Role Description The Reports Analyst is responsible for supporting internal reporting, data analysis, and business intelligence activities across multiple operational programs within the organization. This role focuses on collecting, organizing, and maintaining operational data used to support leadership decision-making, workforce planning, operational performance management, and reporting automation initiatives. This is an individual contributor role with no direct reports and no client-facing responsibilities. The position requires strong analytical skills, attention to detail, and the ability to manage large datasets while producing accurate and timely reporting for internal business operations. Key Responsibilities - Create, maintain, and distribute recurring internal operational reports - Compile and analyze data across multiple operational programs and business functions - Build dashboards and reporting tools to support internal operational decision-making - Prepare daily, weekly, monthly, and ad hoc reporting for operational leadership teams - Support operations leaders, workforce management, training, and internal support teams with reporting requests - Ensure data accuracy, consistency, and integrity across all reporting outputs - Consolidate data from multiple systems into standardized reporting formats - Identify reporting trends, operational insights, and performance opportunities - Develop automated reporting solutions to reduce manual reporting effort when possible - Maintain documentation for recurring reports, report definitions, and reporting processes - Assist leadership teams in identifying reporting gaps and process improvement opportunities - Support internal business reviews and operational performance analysis Technical Skills Required - Pivot Tables - VLOOKUP / XLOOKUP - Advanced Formulas and Functions - Conditional Formatting - Data Validation - Advanced Filtering and Sorting - Large Dataset Management - Data Cleaning and Manipulation Reporting & Business Intelligence Tools - Microsoft Power BI - Tableau Dashboard Development - Data Visualization and Dashboard Design - Reporting Automation Tools Microsoft Office Suite - PowerPoint presentation development - Word documentation - Outlook communication and organization Additional Technical Skills Preferred - Ability to work with large data sets from multiple systems - Experience combining data from multiple sources into standardized reporting outputs - Strong understanding of data organization and reporting logic Preferred Experience - 1–3 years of experience in reporting, data analysis, business analysis, or operational analytics - Experience supporting call center, customer service, contact center, or BPO environments preferred - Experience working in KPI-driven operational environments preferred - Familiarity with workforce management, operational reporting, or business intelligence functions preferred

• Define, document and execute functional, integration and automated test plans. • Ensure the quality of deliveries by identifying, logging and tracking bugs and defects. • Support the development team in requirements analysis, ensuring clarity and testability. • Validate new features, enhancements and fixes before production release. • Propose and implement continuous improvements to quality processes and testing practices. • Work closely with the Product Manager and developers to align expectations and ensure end-user satisfaction. • Monitor quality metrics and prepare reports to support decision-making.

Role Description The Real-Time Analyst (RTA) ensures optimal staffing and service level compliance across multiple queues by actively monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to client requests via Slack. The RTA is a key operational role that balances real-time analytics with human coordination to maintain performance and adherence standards. Qualifications - 1+ years in contact center operations, workforce management, or real-time monitoring. - Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired. - Strong analytical and decision-making skills. - Excellent written and verbal communication. - Ability to work independently in a fast-paced, remote environment. - Strong attention to detail and multitasking skills. - Experience managing agent commits and trades in Shiftboard preferred. - Familiarity with Slack etiquette and client-facing communication protocols. - Understanding of agent skilling and de-skilling workflows. - Comfort with real-time staffing tools and dashboards. Requirements - Track agent activity in 30-minute intervals using Shiftboard and internal dashboards. - Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status. - Place agents offline if they are not scheduled or committed for the current interval. - Monitor long calls and escalate when agents exceed expected durations. - Monitor designated client Slack channels for real-time requests and updates. - Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations. - Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon. - Use Shiftboard to manage agent commits, trades, and schedule adherence. - Ensure agents are properly skilled and assigned to the correct queues. - Monitor Tradeboard for released shifts and reassign as needed. - Enforce commit integrity—agents must honor scheduled blocks unless authorized otherwise. - Maintain logs of queue movements, adherence violations, and Slack interactions. - Provide daily summaries of staffing actions, agent status, and client communications. - Collaborate with Workforce Management (WFM) and Client Results teams to align staffing with forecasts. Benefits - Ability to sit or stand at a desk for extended periods of time while working on a computer. - Available for virtual meetings in a non-distracted environment. - Ability to work independently and meet deadlines. - Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours.

• Conduct diagnostic assessments and evaluations • Develop and manage individualized behavior intervention plans • Deliver direct ABA therapy and track client progress • Collaborate with families and interdisciplinary professionals • Maintain accurate, HIPAA-compliant documentation • Keep up-to-date with ABA research and best practices