Business Intelligence Analyst

Position Overview

The Business Intelligence Analyst serves as a key liaison between business stakeholders, operations, and technical teams to design, build, and optimize reporting solutions. In this role, you will transform complex data requirements into actionable dashboards using Microsoft SQL and Power BI, supporting strategic decision-making and continuous operational improvement across the organization.

Core Responsibilities

• Stakeholder Engagement & BI Strategy: Collaborate with Project Managers and business leaders to translate operational needs into technical requirements, functional specifications, and data mart/warehouse designs.
• Dashboard & Report Development: Design, build, and maintain automated reporting pipelines, Power BI dashboards, and data models to deliver multi-dimensional operational insights.
• Data Governance & SLA Execution: Maintain a ≥90% SLA resolution rate on data support tickets while ensuring compliance with data configuration, accuracy validation, and change control standards.
• Process Improvement & Consulting: Participate in Lean/DMAIC (PSP) sessions and agile workgroups to optimize query performance, standard operating procedures, and overall data flow architecture.
• Operational Monitoring: Analyze trend data, alert stakeholders to performance variances against client KPIs, and recommend proactive operational adjustments.

Qualifications & Experience

• Education: Bachelor's degree (completed or in progress) in Computer Science, MIS, Data Analytics, Engineering, or a related field.
• Domain Experience: Minimum 6 months of experience in a contact center / BPO environment (Workforce Management background strongly preferred).
• Technical Experience:
• 6+ months of hands-on experience developing in Power BI and writing DAX.
• 6+ months of experience with SQL database engines (MS SQL Server, MySQL, or Oracle).
• Advanced proficiency in Microsoft Excel.
• Preferred: Exposure to Power Automate (Flow), PowerApps, VBA/Macros, or object-oriented programming languages.

Technical Skills:

• Core Data Tools: Advanced Excel, Power BI, and DAX.
• Database Management: SQL Server Management Studio (SSMS).
• Data & Analytics: Advanced statistical knowledge.
• Language & Communication: Strong English communication skills (written and spoken).
• Bonus Skills (Nice to Have): VBA / Macros and basic knowledge of Object-Oriented Programming (OOP).

Soft Skills & Workplace Competencies:

• Problem Solving & Analytics: Strong analytical thinking, planning, organization, and problem-solving abilities.
• Work Ethic & Mindset: Achievement-oriented, continuous improvement mindset, fast learning ability, and strong personal initiative.
• Interpersonal & Teamwork: Excellent interpersonal skills, teamwork, and strong customer focus.

Decision-Making & Strategic Authority:

• Independent Decisions: Designing query logic, formulating extraction data flow architectures alongside the DWH team, and executing custom data process implementations for operations and new client onboarding.
• Strategic Recommendations: Advising leadership on optimal reporting structures, SQL performance optimizations, and Standard Operating Procedure (SOP) enhancements for the BI department.

Work Model: Hybrid / Work from Home (Teleperformance One Katameya).