Remote

What We Offer:

- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP

What You’ll Be Doing:

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.
- Lead requirements-gathering sessions, workshops, and review meetings with clients; manage expectations on timelines, scope, and deliverable quality throughout the reporting lifecycle.
- Design, develop, and maintain BI 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 and maintain data 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, and maintain complex 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, and scope documents 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 while maintaining consistent delivery standards.
- Support and assist with routine and ad-hoc reporting requests; champion a continuous improvement mindset and be flexible in a dynamic, client-driven workplace.

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.

What We Expect You To Have:

- 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

Job Title

:

Lead Reporting Analyst

Department

:

Data Analytics

Reports to

:

Assistant Director – Data Analytics

Pay Grade

:

15 - 18 LPA

Location

:

Gandhinagar

Job Type

:

WFH (Need to visit office once in 3-4 months)

Schedule & Shift

:

US Shift (Flexibility is required per Business/Client requirements)

📌 Lead Reporting Analyst (India)
🏢 Etech Global Services
📍 India