CES Business Reporting Analyst

Requisition Number: 27976 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until 11/19/25. 

Location: Valley Forge, PA, Rocklin, CA, Charlotte, NC, Cleveland, OH 
Work Schedule: Hybrid - 3 days in office, 2 days remote

Job Summary (Purpose): 

Provide comprehensive reporting and analytical support for contact center operations, delivering actionable insights on performance metrics, agent productivity, and customer experience trends. Develop and maintain operational dashboards, scorecards, and performance reports that drive continuous improvement. Support contact center management initiatives through data analysis, forecasting, and real-time monitoring. Serve as primary liaison between operations teams and reporting systems, ensuring data integrity and stakeholder enablement.

Key Characteristics:

• Highly analytical with strong quantitative skills and ability to translate complex data into actionable insights.
• Detail-oriented with exceptional accuracy in data compilation and reporting.
• Proactive problem-solver who identifies trends, patterns, and improvement opportunities.
• Intellectually curious with continuous learning mindset and strong business acumen.
• Excellent communication skills with ability to influence stakeholders through data-driven recommendations.
• Collaborative team player able to work effectively across all organizational levels.

Duties and Responsibilities:

• Provide daily, weekly, and monthly metrics reporting including service level, average handle time, first call resolution, customer satisfaction, abandonment rate, occupancy, utilization, and agent performance.
• Develop and maintain operational dashboards and scorecards for contact center leadership and operations teams.
• Conduct intraday monitoring and provide real-time alerts on service level exceptions and system performance issues.
• Perform predictive analytics and forecasting for call volumes, staffing requirements, and customer behavior patterns.
• Analyze customer journey data across multiple channels to identify friction points and improvement opportunities.
• Conduct root cause analysis on service disruptions, performance variances, and operational anomalies.
• Support contact center managers and directors with analytical needs and ad-hoc reporting.
  • Prepare presentation materials and data visualizations for operational reviews and executive briefings
  • Partner with IT, HR, Operations, Quality Assurance, Training on cross-functional initiatives.
  • Partner with quality assurance teams to analyze customer interaction data and satisfaction trends.
  • Analyze agent-specific performance metrics, highlighting coaching opportunities and recognition candidates.
  • Ensure data quality, accuracy, and integrity through validation processes and regular audits.
  • Create and maintain documentation for reports, metric definitions, calculation methodologies, and analytical processes
  • Implement data governance standards to ensure consistency across all reporting

   

   

  Knowledge, Skills and Abilities:

  • Advanced Microsoft Excel proficiency (pivot tables, VLOOKUP/XLOOKUP, complex formulas, macros, data visualization)
  • Experience with business intelligence tools: Power BI, Qlik, Tableau
  • Experience with workforce management systems: Calabrio
  • Knowledge of CRM systems: Dynamics 365
  • Understanding of contact center technologies: IVR, call recording solutions
  • Proven ability to identify patterns, trends, and anomalies; translate findings into business recommendations
  • Ability to manage multiple priorities and meet deadlines in fast-paced environment
  • Self-motivated with ability to work independently and influence without authority

   

  Education and Experience Required:

  • Bachelor's Degree required (Business Analytics, Statistics, Mathematics, Data Science, or related field preferred)
  • 4+ years of experience in data analysis, reporting, or business intelligence role
  • Call center or customer service environment experience highly preferred
  • Experience in fast-paced office environment interacting with all management levels including senior leadership
  • Demonstrated experience creating reports, dashboards, and data visualizations
  • SQL or database query experience a plus

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $70,400.00 to $80,000.00, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. 

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.  The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.