Senior/ Lead Reporting Analyst OR Project Lead Data Analytics

Title: Sr. Reporting Analyst/ Lead Reporting Analyst

JOB SUMMARY: As a Lead Reporting Analyst (CXM), you will serve as the primary bridge between client requirements and data-driven reporting solutions. Your core responsibility is to engage directly with clients to understand, translate, and fulfill their reporting and analytical needs turning business questions into clear, actionable insights. You will lead the end-to-end reporting lifecycle: gathering requirements from clients, designing and building BI dashboards and SQL-driven reports, and presenting findings in a manner that drives operational decisions. The role demands equal strength in client-facing communication and hands-on technical execution across BI tools, SQL, and contact center data environments.

QUALIFICATION AND EXPERIENCE:

• A minimum of a Bachelors degree in Computer Science, Information Systems, Statistics, Business Analytics, or a related field. High School Diploma/GED may be considered for candidates with significant demonstrated experience.
• Minimum 46 years of overall experience in a reporting, analytics, or BI analyst role; with at least 23 years specifically working in a client-facing or CXM capacity within a call center or BPO environment
• Proficient in Microsoft SQL Server,
• Hands-on experience building dashboards and reports in a BI platform such as Sisense (preferred), Power BI, Tableau, Looker, or equivalent
• Sound understanding of contact center operations and CXM metrics (AHT, CSAT, FCR, SLA adherence, NPS, occupancy) and their business significance
• Advanced proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, pivot tables, Power Query, macros) for supplementary analysis and report development.
• Exposure to ETL processes, data warehousing concepts, or data modeling (star schema, snowflake schema) is a must.

Title: Project Lead - Data Analytics

JOB SUMMARY: The Project Lead, Data Analytics & Reporting serves as the operational and technical lead for the Data Analytics team, bridging strategic direction from the Director with day-to-day execution across reporting, BI development, and client delivery. This role owns the full lifecycle of analytics and reporting deliverables from requirements gathering and solution design through to stakeholder presentation and continuous improvement. The Manager will directly oversee Lead Reporting Analysts and reporting staff, ensuring high-quality, timely, and insight-driven outputs that support both client needs and internal operational excellence. This is a people-first, delivery-focused role that demands strong technical depth, mature stakeholder management, and the leadership instinct to coach and grow a high-performing analytics team.

QUALIFICATION AND EXPERIENCE:

• Bachelors 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 57 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.
• 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.
• 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.
• 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.