The Role
The Business Analyst, Customer Contact Center (Operational Analytics) is responsible for building and maintaining operational dashboards and performance reporting that support day-to-day decision-making across the Customer Contact Center. This role focuses on transforming raw operational data into clear, actionable insights related to customer experience, contact drivers, and service performance.
The ideal candidate is highly analytical, strong in SQL, and experienced in developing executive-ready dashboards using modern BI tools. This role partners closely with CX and operational leaders to ensure visibility, accuracy, and consistency in performance reporting.Key Responsibilities
The ideal candidate is highly analytical, strong in SQL, and experienced in developing executive-ready dashboards using modern BI tools. This role partners closely with CX and operational leaders to ensure visibility, accuracy, and consistency in performance reporting.Key Responsibilities
- Assist in developing, build, and maintain operational dashboards and scorecards for contact center performance.
- Develop and optimize SQL queries to extract, join, and analyze data from multiple systems.
- Produce recurring and ad-hoc reporting across contact channels (voice, chat, digital).
- Translate complex datasets into clear insights and visualizations for leadership.
- Ensure data integrity, validation, and documentation across all reporting outputs.
- Partner with CX and operations teams to evolve reporting based on business needs.
- Bachelor’s degree in Business, Analytics, Management, or a related field.
- Strong SQL proficiency with hands-on experience building analytical queries.
- Experience creating dashboards using Amazon QuickSight, Power BI, or similar BI tools.
- Advanced Microsoft Excel skills (pivot tables, formulas, data modeling).
- Strong attention to detail and ability to manage multiple reporting priorities.
- Excellent communication skills in English.
- Experience in contact center operational reporting or CX analytics.
- Exposure to Shopify reporting or e-commerce analytics (preferred, not required).
- Background in retail or omnichannel customer service environments.
- Familiarity with SAP or other enterprise systems.
- Experience working with large, multi-source datasets.
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The Company
What We Do
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