Senior Business Analyst

UKEESS Software House

Що робити

Strategic Analytics & Proactive Initiatives: Autonomously identify, design, and champion analytics initiatives that optimise short- and long-term omni-channel contact centre operations, financial performance, and service delivery and customer experience.
KPI Architecture & Dashboard Strategy: Own the end-to-end design, implementation, and governance of business-critical KPIs, predictive models, and executive-level dashboards across Tableau, SQL, and internal platforms.
End-to-End Project Leadership: Lead analytics and data infrastructure projects from initial concept through execution and rollout, coordinating across multi-departmental teams without explicit daily oversight.
Executive Advisory: Partner closely with operations and business leaders to communicate past performance drivers, future risk forecasts, and strategic trade-offs to consistently meet or exceed service level goals.
Advanced Data Exploration: Query and synthesize complex, multi-layered data from relational warehouses, cube databases, and raw data pipelines to answer unprompted, high-level business questions.

7+ years of progressive experience in business analytics, operations analytics, or business intelligence roles, ideally within a multi-site, contact centre and customer experience environment (phone, email, chat and AI bot, self-service).
Proven track record of operating independently, initiating high-value analytics projects, and influencing business decisions without direct authority.
Expert-level technical proficiency in SQL, Excel, and enterprise visualization/BI tools (Tableau, Power BI, PowerPivot). Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred.
Deep understanding of workforce management (WFM) dynamics, capacity planning, and predictive forecasting models across complex multi-departmental environments.
Demonstrated experience leading end-to-end analytics initiatives and utilizing formal or informal project management methodologies.

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