Sr Business Intelligence Analyst

The Business Intelligence Analyst is responsible for delivering enterprise reporting, analytics, and performance insights across sales, operations, and call center environments. This role transforms complex data into actionable intelligence that supports strategic decision making, improves operational performance, and enhances customer experience. The position partners closely with business leaders to define metrics, monitor performance trends, and develop scalable reporting solutions that drive business growth and operational efficiency.

Responsibilities

Develops and maintains KPI dashboards and recurring performance reporting across sales channels, operational teams, and call center incentive programs; Performs deep analytical reviews of performance data to identify trends, risks, and improvement opportunities; Delivers reporting and analysis across call center incentive performance metrics including incentive attainment, payout accuracy, performance against incentive thresholds, behavior change tied to incentive programs, and alignment to performance metrics such as contact rate, conversion rate, save rate, cancel rate, service level, first call resolution, and handle time; Builds scalable data models and curated datasets using enterprise data platforms; Writes optimized SQL queries and supports data architecture that enables consistent enterprise reporting, analytics, and incentive intelligence; Supports performance forecasting, incentive modeling, and performance scenario analysis; Partners with Sales, Marketing, Finance, Operations, Compensation, and Call Center leadership to define reporting needs, establish performance and incentive metrics, and deliver data driven solutions aligned to business objectives; Validates data sources, identifies data discrepancies, and partners with data engineering teams, compensation teams, and system owners to resolve data quality issues across multiple data environments; Improves reporting workflows, reduces manual processes, and increases data accessibility through scalable business intelligence solutions supporting sales and call center incentive programs; This role regularly exercises independent judgment when interpreting performance and incentive trends, recommending program adjustments, prioritizing reporting initiatives, and influencing business decision making based on analytical findings; May perform other duties as assigned

Requirements

Bachelor’s degree in Business Analytics, Data Analytics, Information Systems, Finance, Mathematics, Statistics, or related field; Minimum 7 years experience in business intelligence, data analytics, reporting, or performance analytics roles; Minimum 2 years experience working with large scale data environments or cloud data platforms; Minimum 2 years experience supporting operational analytics, sales analytics, or call center analytics environments; Strong SQL and data querying experience; Experience with enterprise data platforms such as cloud data warehouses; Dashboard development experience using business intelligence tools such as Looker Studio or Power BI; Advanced Excel skills including pivot tables, complex formulas, and data analysis techniques; Strong analytical thinking and problem solving ability; Ability to translate technical data into clear business insights; Strong communication skills with ability to present findings to business leaders; Ability to manage multiple priorities in a fast paced environment; Strong attention to data accuracy and governance standards; English required

Nice to have

Experience supporting telecommunications, technology, or service operations environments; Experience working with CRM platforms or contact center technologies; Experience supporting workforce performance analytics or customer experience analytic; Experience supporting forecasting or capacity planning analytics

Benefits

Competitive compensation; Comprehensive benefits; Competitive medical, dental, vision, and life insurance; Employee assistance program; 401K plan with company match; Voluntary benefits; Paid time off