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,designingand 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.
ESSENTIAL DUTIES:
- Engage directly with clients to gather, clarify, and document reporting requirements; serve as the primary point of contact for all CXM reporting needs across internal and external stakeholders.
- Translate client business requirements into technical reporting specifications; explain data capabilities,methodology, and report logic to non-technical stakeholders in a clear and accessible manner.
- Leadrequirements-gatheringsessions, workshops, and review meetings with clients; manage expectations on timelines, scope, and deliverable quality throughout the reporting lifecycle.
- Design, develop, andmaintainBI dashboards and performance reports tracking key contact center KPIs including AHT, FCR, CSAT, SLA adherence, abandonment rate, occupancy, and agent productivity.
- Build and manage dashboards and visualizations using BI tools such as Sisense, Power BI, Tableau, or equivalent; develop andmaintaindata models to support evolving reporting requirements.
- Monitor trends across CXM data sets and provide proactive, data-driven insights and recommendations to operations teams and client leadership.
- Write,optimize, andmaintaincomplex SQL queries to extract, transform, and analyze data from relational databases; perform root cause analysis on data discrepancies and resolve reporting issues.
- Maintain data integrity, documentation of reporting logic, definitions, and data lineage to ensure consistency and transparency across all client-facing deliverables.
- Package and present key findings, briefings, and performance summaries to clients and leadership in a clear, concise manner; tailor communication style to the audience technical teams and executive stakeholders alike.
- Craft documentation including process maps, reporting definitions, data dictionaries, andscopedocuments to support knowledge transfer and operational continuity.
- Collaborate with data engineering, IT, and operations teams to ensure proper data pipelines, source system integrations, and accuracy of data feeding into reporting platforms.
- Manage multiple reporting requests simultaneously; prioritize based on business impact, client urgency, and deadlines whilemaintainingconsistent delivery standards.
- Support andassistwith routine and ad-hoc reporting requests; champion a continuous improvement mindset and be flexible in a dynamic, client-driven environment.
CORE RESPONSIBILITIES/SKILL SET:
- Strong client-facing and stakeholder communication skills; ability to engage confidently with clients, understand their needs, and explain complex data concepts in simple, business-friendly language.
- Proficiencyin SQL (complex queries, joins, aggregations, stored procedures, performance tuning) for data extraction, transformation, and analysis from relational databases.
- Hands-on experience with a BI tool (Sisense, Power BI, Tableau, QlikView, or equivalent) to design dashboards, build visualizations, and present data compellingly to varied audiences.
- Sound understanding of contact center operations and CXM metrics (AHT, CSAT, FCR, SLA adherence, NPS, occupancy) and their business significance.
- Ability to effectively organize, prioritize, and manage multiple reporting deliverables concurrently under deadline pressure whilemaintaininghigh quality and accuracy.
- Excellent attention to detail with a strong commitment to data accuracy, consistency, and report integrity across all deliverables.
- Good oral & written English skills; ability to exercise strict confidentiality in all client and data matters.
QUALIFICATION AND EXPERIENCE:
- A minimum of aBachelor's degree in Computer Science, Information Systems, Statistics, Business Analytics, ora 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.
- Demonstrated experience leading clientrequirements-gatheringengagements ability to ask the right questions, manage scope, and translate business needs into reporting solutions.
- Proficient in Microsoft SQL Server writing andoptimizingcomplex queries, stored procedures, and performing data extraction and analysis from large operational datasets.
- Hands-on experience building dashboards and reportsina BI platform such as Sisense (preferred), Power BI, Tableau, Looker, or equivalent.
- Strong understanding of contact center KPIs, CXM frameworks, and operational metrics; familiarity with workforce management tools and call center platforms (e.g., Genesys, Avaya, NICE) is an advantage.
- Advancedproficiencyin 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) isa must
