Business Intelligence & Insights Lead

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.