Business Intelligence Analyst (Contact Center)

Role Overview

You are a strategic and results-driven leader joining the Customer Care team as Sr. Business Intelligence Analyst. You have a strong analytical mindset, a deep understanding of contact center operations, and a passion for improving customer experience through data. You will support the Customer Care Operations team by delivering data solutions that enable actionable insights to improve service performance, optimize labor spend, and drive cost efficiency across contact center functions.

Responsibilities

• Build and enhance business intelligence (BI) solutions, including dashboards, scorecards, and automated reports to support data-driven decision-making across the organization.
• Design, build, and maintain interactive dashboards and reports to track key performance indicators (KPIs) for various stakeholders.
• Translate business needs into data requirements and ensure data accuracy and integrity across platforms.
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