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 explicit, concise manner; tailor communication style to the audience - technical teams and executive stakeholders alike.
- Craft documentati

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