Data Driven Decision Maker

2 weeks ago

Gurgaon, Haryana, India beBeeAnalytical Full time ₹ 15,00,000 - ₹ 25,00,000
Business Intelligence Analyst

We are seeking a skilled and detail-oriented Business Intelligence Analyst to join our team. The ideal candidate will have a strong command over SQL, hands-on experience in building dashboards and reports using Power BI, and ability to synthesize large data sets into meaningful insights and storytelling.

  • Key Responsibilities:
    • Design and maintain interactive dashboards, trackers, and KPIs across customer-facing functions including ticket volumes & SLA adherence, escalation trends and resolution time, agent performance metrics (FCR, AHT, CSAT), NPS & behavior analytics, and drive weekly and monthly review reports for internal and leadership consumption.
    • Analyze root cause issues and propose data-backed solutions to minimize support load and improve satisfaction.
  • Insights Generation:
    • Support category program managers by providing actionable insights for process changes, automation, and ticket reduction initiatives.
    • Collaborate with tech/product teams to design event triggers, logs, and user cohorts for CX product interventions (e.g., self-serve journeys, proactive nudges).
  • Process Optimization:
    • Work closely with on-ground operations, call center teams, escalation managers, and product owners to turn analysis into actionable execution.
    • Maintain a CX Data Dictionary and ensure data integrity and hygiene across dashboards and internal tools.
  • Collaboration:
    • Strong stakeholder management and communication skills
    • Attention to detail, a proactive mindset, and a bias for action

Requirements:

  • Strong command over SQL for data querying and extraction
  • Hands-on experience in building dashboards and reports using Power BI or similar visualization tools
  • Ability to synthesize large data sets into meaningful insights and storytelling
  • Strong stakeholder management and communication skills
  • Attention to detail, a proactive mindset, and a bias for action

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