We are seeking a highly skilled Business Intelligence Lead to join our Customer Service team. The ideal candidate will have a strong foundation in data analysis and a proven track record of leading teams to deliver actionable insights. This role will be responsible for overseeing the team s data analysis efforts, identifying key trends, and providing strategic recommendations to improve customer satisfaction.
Responsibilities
Data Analysis and Insights:
Conduct in-depth data analysis to identify trends, patterns, and opportunities within customer service operations
Develop and implement data-driven strategies to optimize processes and improve efficiency
Utilize advanced data analysis techniques, such as cluster analysis, regression analysis, and statistical modeling
Monitor key performance indicators (KPIs) and generate regular reports to track progress and identify areas for improvement
Team Leadership:
Lead and mentor a team of data analysts, fostering a collaborative and innovative work environment
Assign tasks, provide guidance, and review team members work to ensure accuracy and quality
Develop and implement data analysis best practices and standards
Project Management:
Manage end-to-end data analysis projects, from initiation to completion
Collaborate with cross-functional teams to gather requirements, define project scope, and deliver timely results
Prioritize tasks and allocate resources effectively to meet project deadlines
Data Visualization and Reporting:
Create clear and compelling data visualizations, including dashboards and reports, to communicate insights to stakeholders
Utilize data visualization tools like Datawind to generate interactive and informative reports
Strategic Partnerships:
Work closely with business leaders to understand their data needs and provide actionable recommendations
Collaborate with product and engineering teams to identify opportunities for data-driven product improvements
Requirements:
Technical Skills:
Proficiency in SQL, Python, or other programming languages
Strong understanding of data warehousing and data modelling concepts
Expertise in data visualization tools (e.g., Tableau, Power BI).Advanced Excel skills, including macro development
Soft Skills:
Excellent analytical and problem-solving skills
Strong communication and presentation skills
Ability to work independently and as part of a team
Detail-oriented with a focus on accuracy
Experience:
3+ years of experience in data analysis or business intelligence.
3+ years of experience leading teams.
Experience in the financial services or technology industry is preferred.