• Translate business challenges into structured analytical frameworks that drive measurable improvements in customer care and operational KPIs. 

• Deliver diagnostic and predictive insights that influence leadership decision-making. 

• Develop executive-ready narratives that connect metrics to business outcomes, including but not limited to consultative reporting, predictive insights, and ROI analysis. 

• Perform additional responsibilities as required to support evolving business needs, key stakeholders, and customer experience. 

Reporting & Dashboard Development 

• Design, build, and maintain scalable reporting solutions using SQL, Power BI, Genesys Cloud, and advanced Excel modeling. 

• Develop standardized KPI dashboards aligned to enterprise definitions and regulatory reporting requirements that allow high-level trends through agent-level behaviors. 

• Produce recurring operational reporting and executive scorecards. 

• Deliver timely ad-hoc analyses to support emerging business needs and regulatory inquiries.

Genesys Cloud SME & Data Stewardship 

• Serve as the organizational SME for Genesys Cloud reporting, data structures, and performance metrics. 

• Ensure KPI consistency across queues, divisions, and business units. 

• Partner with IT and system administrators to validate configuration changes and reporting impacts. 

• Maintain comprehensive data governance documentation including metric definitions, data lineage, calculation logic, and change logs. 

• Support redundancy planning and knowledge transfer to reduce single points of failure. 

Cross-Functional Collaboration 

• Partner with Customer Care, Workforce Management, and Digital to align reporting to business objectives. 

• Facilitate stakeholder sessions to gather reporting requirements and identify unmet data needs. 

• Promote data literacy across business partners. 

• Proactively recommend process improvements informed by analytics. 

Data Governance & Standardization 

• Define and enforce KPI standards to ensure enterprise-wide consistency. 

• Establish documentation protocols for metric definitions and reporting logic. 

• Monitor data integrity and implement quality controls. 

• Increase transparency and visibility of reporting methodologies to stakeholders. 

Required Qualifications 

• Bachelor’s degree in Analytics, Business, Finance, Information Systems, Statistics, Engineering, or related field. 

• 5+ years of progressive experience in data analytics, preferably within utilities, regulated industries, or contact center environments. 

• Advanced proficiency in Power BI and other business intelligence tools (SQL, Tableau, or similar). 

• Strong experience in contact center analytics and performance metrics (e.g., Service Level, AHT, FCR, CSAT, Adherence). 

• Hands-on experience with Genesys Cloud reporting or similar contact center platforms highly preferred. 

• Demonstrated experience with KPI standardization and data governance practices. 

• Strong executive communication and data storytelling skills. 

Preferred Qualifications 

• Experience in regulated utility or energy industry. 

• Workforce Management analytics experience. 

• Knowledge of IVR performance metrics and digital channel analytics. 

• Familiarity with data warehousing concepts and ETL processes. 

Core Competencies 

• Proactive problem-solving mindset. 

• High emotional intelligence and stakeholder awareness. 

• Strategic thinking balanced with operational detail orientation. 

• Strong collaboration and influence skills. 

• Ability to manage ambiguity and competing priorities. 

• Commitment to data accuracy, integrity, and transparency.