What You’ll Be Doing:

ESSENTIAL DUTIES:

• Engage directly with clients to gather, clarify, and document reporting requirements; serve as the primary point of contact for all CXM reporting needs across internal and external stakeholders.
• Translate client business requirements into technical reporting specifications; explain data capabilities, methodology, and report logic to non-technical stakeholders in a clear and accessible manner.
• Lead requirements-gathering sessions, workshops, and review meetings with clients; manage expectations on timelines, scope, and deliverable quality throughout the reporting lifecycle.
• Design, develop, and maintain BI dashboards and performance reports tracking key contact center KPIs including AHT, FCR, CSAT, SLA adherence, abandonment rate, occupancy, and agent productivity.
• Build and manage dashboards and visualizations using BI tools such as Sisense, Power BI, Tableau, or equivalent; develop and maintain data models to support evolving reporting requirements.
• Monitor trends across CXM data sets and provide proactive, data-driven insights and recommendations to operations teams and client leadership.
• Write, optimize, and maintain complex SQL queries to extract, transform, and analyze data from relational databases; perform root cause analysis on data discrepancies and resolve reporting issues.
• Maintain data integrity, documentation of reporting logic, definitions, and data lineage to ensure consistency and transparency across all client-facing deliverables.
• Package and present key findings, briefings, and performance summaries to clients and leadership in a clear, concise manner; tailor communication style to the audience – technical teams and executive stakeholders alike.
• Craft documentation including process maps, reporting definitions, data dictionaries, and scope documents to support knowledge transfer and operational continuity.
• Collaborate with data engineering, IT, and operations teams to ensure proper data pipelines, source system integrations, and accuracy of data feeding into reporting platforms.
• Manage multiple reporting requests simultaneously; prioritize based on business impact, client urgency, and deadlines while maintaining consistent delivery standards.
• Support and assist with routine and ad-hoc reporting requests; champion a continuous improvement mindset and be flexible in a dynamic, client-driven environment.

CORE RESPONSIBILITIES/SKILL SET:

• Strong client-facing and stakeholder communication skills; ability to engage confidently with clients, understand their needs, and explain complex data concepts in simple, business-friendly language.
• Proficiency in SQL (complex queries, joins, aggregations, stored procedures, performance tuning) for data extraction, transformation, and analysis from relational databases.
• Hands-on experience with a BI tool (Sisense, Power BI, Tableau, QlikView, or equivalent) to design dashboards, build visualizations, and present data compellingly to varied audiences.
• Sound understanding of contact center operations and CXM metrics (AHT, CSAT, FCR, SLA adherence, NPS, occupancy) and their business significance.
• Ability to effectively organize, prioritize, and manage multiple reporting deliverables concurrently under deadline pressure while maintaining high quality and accuracy.
• Excellent attention to detail with a strong commitment to data accuracy, consistency, and report integrity across all deliverables.
• Good oral & written English skills; ability to exercise strict confidentiality in all client and data matters.

What We Expect You To Have:

• A minimum of a Bachelor’s degree in Computer Science, Information Systems, Statistics, Business Analytics, or a related field. High School Diploma/GED may be considered for candidates with significant demonstrated experience.
• Minimum 4–6 years of overall experience in a reporting, analytics, or BI analyst role; with at least 2–3 years specifically working in a client-facing or CXM capacity within a call center or BPO environment.
• Demonstrated experience leading client requirements-gathering engagements – ability to ask the right questions, manage scope, and translate business needs into reporting solutions.
• Proficient in Microsoft SQL Server – writing and optimizing complex queries, stored procedures, and performing data extraction and analysis from large operational datasets.
• Hands-on experience building dashboards and reports in a BI platform such as Sisense (preferred), Power BI, Tableau, Looker, or equivalent.
• Strong understanding of contact center KPIs, CXM frameworks, and operational metrics; familiarity with workforce management tools and call center platforms (e.g., Genesys, Avaya, NICE) is an advantage.
• Advanced proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, pivot tables, Power Query, macros) for supplementary analysis and report development.
• Exposure to ETL processes, data warehousing concepts, or data modeling (star schema, snowflake schema) is a must