Reporting Analyst Lead

Job Title: Lead Reporting Analyst

Experience Required: Minimum 4–6 years of overall experience in a reporting, analytics, or BI analyst role

Shift: US shift

Job Mode: Remote (Need to visit office as per business need)

Job Location: Gandhinagar, Gujarat

Benefits: Food allowance, Night shift allowance (as per the process), Cab/ Petrol allowance, Health insurance, and many more...

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, designing and 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.

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.
• Proficiency in 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 while maintaining high 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 a Bachelor’s degree in Computer Science, Information Systems, Statistics, Business Analytics, or a related field. High School Diploma/GED may be considered for candidates with significant demonstrated experience.
• Minimum 4–6 years of overall experience in a reporting, analytics, or BI analyst role; with at least 2–3 years specifically working in a client-facing or CXM capacity within a call center or BPO environment.
• Demonstrated experience leading client requirements-gathering engagements – ability to ask the right questions, manage scope, and translate business needs into reporting solutions.
• Proficient in Microsoft SQL Server – writing and optimizing complex queries, stored procedures, and performing data extraction and analysis from large operational datasets.
• Hands-on experience building dashboards and reports in a 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.
• Advanced proficiency in 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) is a must