Found Description
The Business Intelligence & Insights Lead is responsible for transforming operational, customer, and platform data into actionable insights that support decision-making across Support, NOC, Customer Success, and Leadership teams. This role owns dashboards, scorecards, and reporting while proactively analyzing trends and providing data-driven recommendations to improve service delivery, capacity planning, and customer experience.
The ideal candidate can clearly explain what is happening, why it is happening, and what actions should be taken, particularly in areas such as call volume, ticket trends, SLA performance, and CSAT.
Key Responsibilities
- Design, develop, and maintain dashboards, scorecards, and recurring reports for operational and executive stakeholders.
- Analyze trends and anomalies in call volume, ticket inflow, backlog, SLA/ASA, FCR, and CSAT.
- Identify root causes of spikes, performance gaps, and operational risks.
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