Job Ad We're looking for an Insights & Reporting Analyst to join Procore's Workforce Management team. In this role, you'll be the analytical engine behind our contact center reporting function building dashboards, surfacing trends, and translating raw data into clear, actionable insights for leaders across Customer Success. This is an individual contributor role focused on reporting and data visualization. You won't own forecasting or capacity planning, but you'll be a critical partner to those functions by ensuring the right data is accessible, accurate, and well-communicated. This position is remote in Costa Rica.

What You'll Do

Design, build, and maintain dashboards and reports that track contact center performance metrics including service levels, handle time, occupancy, adherence, and queue health. Monitor and analyze agent and queue-level trends, identifying patterns and surfacing anomalies to WFM and Operations leadership. Deliver recurring and ad hoc reporting for stakeholders across Customer Success, Finance, and HR. Partner with the WFM team to ensure reporting supports forecasting and scheduling decisions with timely, accurate data. Develop self-serve reporting tools that reduce manual work and improve data accessibility across the organization. Document data definitions, reporting logic, and dashboard methodology to ensure consistency and trust in the data. Collaborate with BI, IT, and data engineering teams on data pipelines, tool integrations, and reporting infrastructure improvements.

What We're Looking For

BS/BA in Business, Analytics, Statistics, or a related field, or equivalent work experience 2 - 4 years of experience in a reporting, analytics, or business intelligence role, preferably in a contact center or Customer Success environment Proficiency in BI and data visualization tools such as Tableau, Looker, or Power BI Strong working knowledge of SQL for data querying and manipulation Experience with Google Sheets and/or Excel for analysis and reporting Familiarity with workforce management concepts (service levels, AHT, occupancy, shrinkage) Experience with WFM platforms such as Calabrio, Verint, Assembled, or NICE is a plus Strong attention to detail and a track record of delivering accurate, reliable reporting Ability to communicate data clearly to both technical and non-technical audiences