Business Analyst - Reporting

Job Summary

Working remotely on a contract basis, the Business Analyst - Reporting will autonomously drive the architecture and strategy of the reporting ecosystem and analytics framework, focusing on optimizing omni-channel contact center operations and translating complex data into actionable insights for executive stakeholders.

Key Responsibilities

• Identify, design, and champion analytics initiatives to enhance financial performance and customer experience
• Own the design, implementation, and governance of KPIs, predictive models, and executive dashboards using Tableau and SQL
• Lead analytics projects from concept to execution, coordinating across multiple departments without direct oversight

Required Qualifications

• 5+ years of experience in business analytics or operations analytics, preferably in a multi-site contact center environment
• Strong technical proficiency in SQL, Excel, and BI tools like Tableau or Power BI
• Deep understanding of workforce management dynamics and predictive forecasting models
• Experience leading end-to-end analytics initiatives and utilizing project management methodologies
• Knowledge of Generative Artificial Intelligence and Large Language Models is a plus