Company Description
.ppl Solutions, Inc. is a leading provider of outsourcing solutions tailored to meet the unique front-end and back-end needs of businesses. Guided by the .ppl Strategy, we thoroughly analyze processes, uncover opportunities, and create customized solutions to ensure client success. As an employer, .ppl Solutions, Inc. is committed to fostering talent growth, offering the necessary tools for professional development, and promoting a healthy work-life balance. Our dynamic environment supports excellence while also encouraging fun and collaborative activities.
Job Summary
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.
- 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.
Key Competencies
- Analytical and critical thinking
- Data storytelling and executive communication
- Strong business and operational acumen
- Problem-solving and solution-oriented mindset
- Attention to detail and data accuracy
- Ability to manage multiple priorities and stakeholders
