Data Analyst

ITCON Services

Role Summary
The Data Analyst supports operational performance, forecasting, and reporting for the 287(g) Contact Center, ensuring leadership has accurate insights into call volumes, trends, and workforce needs.
Key Responsibilities

Analyze call volume, handle time, and performance data to identify trends
Develop workload forecasts to support staffing and scheduling
Produce dashboards and reports for ICE and internal leadership
Support quality assurance analytics and compliance monitoring
Identify operational risks and improvement opportunities
Ensure data accuracy and integrity across all reporting systems

Requirements

Must be a United States Citizen
Bachelor's degree in data analytics, statistics, or related field
2-4 years of analytical experience preferably in contact center or federal operations
Proficiency with Excel, SQL, and BI tools
Strong quantitative and problem-solving skills
Ability to obtain required clearances

Preferred Qualifications

Experience with workforce management analytics
Familiarity with Client/ICE reporting requirements
Experience with forecasting models

Apply

Vacancy posted 1 day ago

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