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 transparent 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