Business Intelligence Analyst - Work from Home

About the role

The BI Analyst/KPI Performance Specialist supports the Client Services Team and Operations by handling operational details, analyzing performance data, and preparing actionable insights. This role ensures that CSMs can focus on strategic priorities while Operations can concentrate on behavior coaching by managing tactical and day-to-day tasks.

Key responsibilities

• Track agent-level and team-level KPIs in real-time
• Flag performance deviations and escalate urgent issues
• Generate operational performance dashboards
• Conduct root cause analysis for missed SLAs
• Identify trends and provide actionable insights for continuous improvement
• Assist Operations in analyzing agent performance trends
• Recommend coaching and training interventions based on data insights
• Monitor and report on the impact of improvement actions
• Proactively address SLA risks before client escalations
• Prepare performance data for client discussions

About you

• 1-3 years of experience in a call center, BPO, or customer support environment
• Managing contact center metrics (e.g. AHT, CSAT, FCR, Occupancy, Adherence, SLA/KPI tracking)
• Proficient in trend analysis and the implementation of data-driven coaching interventions
• Expertise in data analysis and knowledgeable in data visualization tools, such as Power BI or SQL
• Proficiency in MS Office Suite
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• Proactive mindset with a focus on continuous improvement
• Ability to prioritize and manage multiple tasks in a fast-paced environment

Benefits

• Work from home
• WFH equipment provided
• Health insurance
• Life insurance
• Paid training
• Company events