Website:
Job details:
Company Description Etech Global Services is a global leader in customer engagement solutions serving some of the world most trusted brands. Etech is trusted with their most precious assets- their
customers.
Why? Because Etech honors commitments and delivers; the result is measurably
changing behavior while driving business growth and profitability through solutions that
engage millions of customers each day across multiple touchpoints using analytical,
traditional, digital, mobile and emerging technologies to communicate with your customers
when and how they choose.
Website - https://www.etechgs.com/
LinkedIn -
https://www.linkedin.com/company/etech-global-services/about/
JOB SUMMARY:
As a Lead Reporting Analyst (CXM), you will serve as the primary bridge between client
requirements and data-driven reporting solutions. Your core responsibility is to engage directly with
clients to understand, translate, and fulfill their reporting and analytical needs – turning business
questions into clear, actionable insights. You will lead the end-to-end reporting lifecycle: gathering
requirements from clients, designing and building BI dashboards and SQL-driven reports, and
presenting findings in a manner that drives operational decisions. The role demands equal strength in
client-facing communication and hands-on technical execution across BI tools, SQL, and contact
center data environments.
What you will 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 ogic to non-technical stakeholders in a clear 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 clear, concise manner; tailor communication style to the audience – technical
teams and executive stakeholders alike.
Craft documentation including process maps, reporting definitions, data dictionaries, and
scope documents to support knowledge transfer and operational continuity.
Collaborate with data engineering, IT, and operations teams to ensure proper data pipelines,
source system integrations, and accuracy of data feeding into reporting platforms.
Manage multiple reporting requests simultaneously; prioritize based on business impact,
client urgency, and deadlines while maintaining consistent delivery standards.
Support and assist with routine and ad-hoc reporting requests; champion a continuous
improvement mindset and be flexible in a dynamic, client-driven environment.
What we expect you to have:
CORE RESPONSIBILITIES/SKILL SET:
Strong client-facing and stakeholder communication skills; ability to engage confidently with
clients, understand their needs, and explain complex data concepts in simple, business-
friendly language.
Proficiency in SQL (complex queries, joins, aggregations, stored procedures,
performance tuning) for data extraction, transformation, and analysis from relational
databases.
Hands-on experience with a BI tool (Sisense, Power BI, Tableau, QlikView, or equivalent) to
design dashboards, build visualizations, and present data compellingly to varied audiences.
Sound understanding of contact center operations and CXM metrics (AHT, CSAT, FCR,
SLA adherence, NPS, occupancy) and their business significance.
Ability to effectively organize, prioritize, and manage multiple reporting deliverables
concurrently under deadline pressure while maintaining high quality and accuracy.
Excellent attention to detail with a strong commitment to data accuracy, consistency, and
report integrity across all deliverables.
Good oral & written English skills; ability to exercise strict confidentiality in all client and
data matters.
QUALIFICATION AND EXPERIENCE:
A minimum of a Bachelor’s degree in Computer Science, Information Systems, Statistics,
Business Analytics, or a related field. High School Diploma/GED may be considered for
candidates with significant demonstrated experience.
Minimum 4–6 years of overall experience in a reporting, analytics, or BI analyst role; with at
least 2–3 years specifically working in a client-facing or CXM capacity within a call center or
BPO environment.
Demonstrated experience leading client requirements-gathering engagements – ability to
ask the right questions, manage scope, and translate business needs into reporting solutions
Proficient in Microsoft SQL Server – writing and optimizing complex queries, stored
procedures, and performing data extraction and analysis from large operational datasets.
Hands-on experience building dashboards and reports in a BI platform such as Sisense
(preferred), Power BI, Tableau, Looker, or equivalent.
Strong understanding of contact center KPIs, CXM frameworks, and operational metrics;
familiarity with workforce management tools and call center platforms (e.g., Genesys, Avaya,
NICE) is an advantage.
Advanced proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, pivot tables, Power
Query, macros) for supplementary analysis and report development.
Exposure to ETL processes, data warehousing concepts, or data modeling (star schema,
snowflake schema) is a must
Its a US Shift and Hybrid mode
Click on Apply to know more.
_1582030991302.png){kind=logo}