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.
- Provide clear, data-driven recommendations related to:
- Support staffing levels
- Capacity and demand forecasting
- Process and workflow optimization
- Partner with Support, NOC, Customer Success, and Leadership teams to answer business questions using data.
- Establish and maintain KPI definitions, reporting standards, and data governance.
- Create executive-ready presentations using PowerPoint and data storytelling.
- Ensure data accuracy, consistency, and integrity across all reporting.
Required Qualifications:
- Bachelor's degree in Business, Analytics, Data Science, Statistics, IT, or a related field (or equivalent experience).
- 5+ years of experience in business intelligence, analytics, or insights roles.
- Proven experience creating dashboards, scorecards, and executive-level reports.
- Advanced proficiency in Microsoft Excel (pivot tables, formulas, data modeling).
- Strong experience with Power BI (or similar BI tools such as Tableau or Looker).
- High proficiency in PowerPoint for executive presentations.
- Experience working with CRM and support systems (e.g., Salesforce, Zendesk, ServiceNow, or similar).
- Strong ability to translate complex data into clear, actionable insights for non-technical audiences.
Preferred Qualifications:
- Experience in telecommunications, UCaaS, VoIP, or SaaS environments.
- Familiarity with contact center and support metrics (CSAT, SLA, AHT, FCR, occupancy, backlog).
- Experience with workforce management and capacity planning.
- Strong SQL skills and experience working with large datasets.
- Experience supporting executive leadership with analytics and operational insights.
