Support Analyst – Contact Center

Concord Servicing

Contact Center Support Analyst handling operational reporting and analytics for performance and compensation. Collaborating with leadership to enhance reporting accuracy and efficiency in a hybrid workspace.

Posted 6/9/2026full-timeChandler • Arizona • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs
Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures
Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients
Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement
Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements
Prepare bonus eligibility reports by agent, team, and department based on established performance metrics
Respond to inquiries from agents and supervisors regarding bonus calculations and data discrepancies
Maintain historical records of all bonus-related reports for audit and compliance purposes
Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation
Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports
Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy
Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs
Assist with internal audits related to collections statistics and compensation data
Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles

Requirements

What you’ll need

Degree in Accounting, Finance, Statistics, Business Administration, or equivalent combination of education and relevant experience (preferred, not required)
Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
Strong analytical skills with the ability to interpret large data sets and translate them into meaningful reports
Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, formulas, charts); experience with Power BI or similar reporting tools is a plus
Knowledge of collections metrics, loan calculations, and contact center performance indicators
Must be accurate, detail-oriented, and possess excellent organizational skills
Ability to manage multiple tasks and meet tight deadlines in a fast-paced environment
Ability to read, write, and speak English fluently; bilingual (English/Spanish) is a plus
Ability to react to change productively and handle additional tasks as assigned

Benefits

Comp & perks

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Parental Leave (Maternity, Paternity)
Short-Term & Long-Term Disability
Wellness Resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisreport generationperformance metricsKPI monitoringdata integrityreporting procedurescollections metricsloan calculationsExcelPower BI

Soft Skills

analytical skillsorganizational skillsattention to detailtime managementcommunication skillsadaptabilityproblem-solvingcollaborationmultitaskingcustomer service