Business Analytics Manager

Location:

4910 Tiedeman Road, Brooklyn Ohio

The Business Analytics Manager is responsible for delivering operational reporting, business intelligence, advanced analytics, and reporting automation solutions that support Contact Center Operations. This role serves as a trusted partner to business and technology stakeholders, translating complex operational data into actionable insights that improve performance, enhance the client experience, and support data-driven decision making. The successful candidate will combine strong analytical capabilities with technical expertise to develop and maintain reporting solutions, identify business trends, uncover operational opportunities, and drive continuous improvement across reporting and analytics processes.

This role will also play a key part in advancing automation and modern analytics capabilities through the use of cloud technologies, AI-enabled tools, and scalable reporting solutions.

• Own the development, maintenance, and enhancement of operational reporting solutions supporting Contact Center performance management.
• Deliver accurate, timely, and reliable reporting across key operational metrics, including volume, productivity, service levels, quality, and customer experience measures.
• Design and maintain dashboards, scorecards, executive reporting packages, and self-service reporting tools.
• Ensure consistency and integrity of reporting methodologies, calculations, and KPI definitions.
• Support ongoing reporting requests, issue resolution, and process optimization initiatives.

• Analyze operational, customer, and interaction data to identify trends, risks, and opportunities.
• Perform root cause analysis and ad hoc research to support business initiatives and strategic decision making.
• Develop actionable recommendations that improve operational performance, employee effectiveness, and customer experience outcomes.
• Present findings and insights to leaders and business partners in a clear and compelling manner.
• Measure and monitor the impact of business process changes and operational initiatives.

• Identify opportunities to automate manual reporting processes and improve operational efficiency.
• Develop and maintain automated reporting solutions using modern analytics and cloud technologies.
• Support migration of legacy reporting processes to scalable and sustainable platforms.
• Improve reporting reliability, scalability, transparency, and operational supportability.
• Maintain documentation and controls supporting reporting production processes.

• Leverage structured and unstructured data sources to generate deeper business insights.
• Apply advanced analytical techniques and emerging technologies, including AI-enabled analytics solutions, to improve reporting and decision support capabilities.
• Support development of innovative solutions utilizing customer interaction, complaint, call, and chat data.
• Evaluate and implement tools and methodologies that increase analytical efficiency and business value.

• Partner closely with Contact Center Operations, Product, Technology, and Analytics teams to understand business needs and priorities.
• Translate business requirements into analytical solutions that deliver measurable value.
• Provide consultation and subject matter expertise on reporting, metrics, performance measurement, and analytical best practices.
• Drive adoption of reporting and analytics solutions through effective communication, training, and stakeholder engagement.
• Serve as a trusted advisor to leaders seeking data-driven insights and recommendations.

• Bachelor's degree in Analytics, Business, Data Science, Statistics, Computer Science, Mathematics, Finance, or a related discipline.
• 5+ years of experience in business analytics, operational reporting, business intelligence, or related analytical functions.
• Advanced SQL skills and experience working with large datasets.
• Experience developing dashboards and reporting solutions using Tableau or similar BI platforms.
• Experience with Python, reporting automation, or data transformation processes.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication skills with the ability to explain complex analytical concepts to both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.

• Experience supporting Contact Center operations, customer experience, or operational performance management.
• Experience with cloud-based analytics platforms such as Google Cloud Platform and Big Query.
• Experience with AI, machine learning, or generative AI applications within analytics.
• Experience working with customer interaction, call, chat, complaint, or conversational data.
• Knowledge of reporting automation and modern…