RemX is seeking a CX Reporting & Operations Specialist for our client. In this role you will support contact center performance reporting and invoice administration. This role is responsible for transforming operational data into clear, actionable reporting while also supporting SAP purchase order invoice processing and documentation management.
The ideal candidate is highly organized, analytical, and comfortable working with data, reporting, and cross-functional teams.
Title: CX Reporting & Operations Specialist
Pay: $22-25/hr
Type: Temp-to-Hire
Key Responsibilities
Performance Reporting & Operations (60%)
- Analyze contact center performance data and identify trends, risks, and improvement opportunities.
- Prepare daily, weekly, and monthly reports on key operational metrics including service level, average speed of answer, handle time, adherence, occupancy, abandon rate, and quality performance.
- Create scorecards, dashboards, and presentation materials for leadership reviews.
- Translate complex data into clear and concise business insights.
- Partner with Operations, Training, Quality, Technology, and Finance teams to validate reporting and resolve data discrepancies.
- Support continuous process improvement initiatives through performance analysis and reporting.
Invoice Processing & Administrative Support (40%)
- Process PO-based invoices within SAP and monitor approval workflows.
- Ensure invoices are properly documented and submitted for payment processing.
- Research and resolve invoice discrepancies, coding issues, and approval delays.
- Coordinate with Finance, Accounts Payable, and internal stakeholders to support timely payments.
- Maintain accurate records and supporting documentation.
Qualifications
- 1-3 years of experience in reporting, operations, administration, finance support, or business analysis.
- Strong Microsoft Excel skills, including Pivot Tables, VLOOKUP/XLOOKUP, filtering, and data analysis.
- Experience creating reports, scorecards, or presentations for business stakeholders.
- High attention to detail and strong organizational skills.
- Excellent communication and problem-solving abilities.
- Experience with SAP, contact center metrics, Power BI, or Tableau is preferred but not required.
- Familiarity with Microsoft Copilot or other AI productivity tools is a plus.
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