What We Offer:

• Canteen Subsidy
• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What you will be doing:

Team Leadership & Development

• Lead, manage, and mentor Lead Reporting Analysts and reporting team members; set clear performance expectations and conduct regular 1:1s, performance reviews, and development conversations.
• Identify skill gaps and create structured development plans; actively coach team members toward technical excellence and career advancement.
• Foster a culture of accountability, collaboration, and continuous improvement within the analytics team.
• Serve as the primary escalation point for team blockers, delivery risks, and cross-functional conflicts.

Delivery Oversight & Quality Assurance

• Own end-to-end delivery of all reporting and analytics projects across the team; ensure outputs meet client expectations, data accuracy standards, and agreed timelines.
• Review and approve dashboards, SQL logic, data models, and reports developed by the team before client or leadership delivery.
• Establish and enforce data quality standards, documentation practices, and review protocols across all deliverables.
• Proactively identify and resolve data discrepancies, reporting gaps, and pipeline failures; drive root cause analysis and corrective action.

Client & Stakeholder Engagement

• Act as a senior point of contact for clients and internal stakeholders on reporting and analytics matters; manage escalations with confidence and professionalism.
• Lead and facilitate requirements-gathering workshops, reporting reviews, and executive briefings; translate complex data findings into clear, decision-ready narratives.
• Partner with Client Success, CXM Delivery, and Operations leadership to align reporting strategy with client program goals.

Analytics Strategy & Process Improvement

• Drive reporting automation, dashboard modernization, and process standardization initiatives across the team; champion migration to scalable BI platforms (e.g., Sisense).
• Identify opportunities to leverage data to surface actionable insights for clients and operations teams; move the team from reactive reporting to proactive analytics.
• Collaborate with IT, data engineering, and platform teams to improve data pipelines, source system integrations, and reporting infrastructure.
• Define and maintain reporting standards, data dictionaries, and documentation to ensure consistency and knowledge continuity.

Capacity & Resource Planning

• Manage team capacity and workload allocation; prioritize requests based on business impact, client urgency, and resource availability.
• Support hiring decisions, onboarding, and role structuring for the analytics function in partnership with the Director.
• Provide input into workforce planning, budgeting, and tooling decisions as the team’s operational lead.

What we expect you to have:

• Proven people management skills with the ability to develop, coach, and retain technical talent in a fast-paced, client-driven environment.
• Strong technical proficiency in SQL (complex queries, stored procedures, performance tuning) and hands-on experience with BI platforms such as Sisense, Power BI, Tableau, or equivalent.
• Deep understanding of contact center operations, understanding of CRM tool (i.e. Salesforce, Genesys, AWSconnect, etc) different types of programs i.e. Inbound, Outbound, Chat (messaging), Email and CXM metrics (AHT, CSAT, FCR, SLA adherence, occupancy, NPS) and the ability to translate these into meaningful reporting frameworks.
• Understanding of call center domain and able to review Retention, attrition, turn over, resource utilization and provide analysis to make data driven decisions.
• Excellent stakeholder management and communication skills; comfortable presenting to clients, senior leadership, and cross-functional peers.
• Strong project management instincts with the ability to oversee multiple concurrent workstreams, manage team priorities, and maintain delivery quality under deadline pressure.
• Experience driving reporting modernization, automation, or BI migration initiatives from concept through execution.
• Sound judgment in data governance, reporting integrity, and documentation standards; a champion of data accuracy and transparency.
• Advanced proficiency in Microsoft Excel (Power Query, Power Pivot, DAX formulas, various look up functions) and familiarity with ETL tool (i.e. Talend) and processes and data warehousing concepts.
• Excellent written and verbal communication in English; ability to simplify complex data concepts for non-technical audiences and executive stakeholders.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Systems, Business Analytics, Statistics, or a related field. Advanced degree or relevant certifications (e.g., PMP, BI platform certifications) are an advantage.
• Minimum 5–7 years of overall experience in analytics, reporting, or BI roles; with at least 3–4 years in a lead or managerial capacity overseeing a team of analysts.
• Demonstrated experience managing analytics delivery in a BPO, contact center, or CXM environment; strong familiarity with the data sources and reporting cadences common to these settings.
• Proven track record of managing client-facing reporting engagements from requirements through delivery, with the ability to manage scope, timelines, and expectations across multiple accounts.
• Hands-on experience with SQL Server and at least one enterprise BI platform (Sisense preferred); ability to review, guide, and quality-assure technical outputs produced by the team.
• Demonstrated ability to drive reporting process improvements, automation, or platform migrations at a team or department level.
• Experience collaborating across functions — IT, data engineering, operations, and client success — to deliver integrated analytics solutions.
• Strong history of developing team members and building a high-performance analytics culture.