Job description
Performance Tracking Track key KPIs — connect rates, containment, funnel conversion, retention, campaign outcomes — to spot process gaps and inefficiencies. Run root-cause analysis to find the real reason behind a drop or miss, not just the symptom. Data Analysis & Storytelling Turn complex campaign and operational data (using Excel/Google Sheets, SQL, and BI tools) into clear, simple narratives for non-technical stakeholders.
Strategic Recommendations Suggest data-backed improvements to bot/flow logic, client retention, and go-to-market (GTM) strategy. Turn findings into clear, prioritized actions teams can actually execute. Stakeholder Management Lead review calls with clients and internal leadership — presenting performance, trends, and optimization strategies clearly.
Build clean, easy-to-follow decks and reports for senior audiences. Reporting Maintain accurate, repeatable reporting (SQL queries, templates, dashboards) and look for ways to automate manual work so insights come faster and more consistently.
Requirements
MBA required. An undergraduate degree in Business, Statistics, Economics, Computer Science, or a related quantitative field is preferred. Experience: 2–4 years in a data, analytics, or business-analyst role — ideally in SaaS, Fintech, conversational AI, BPO/CX, or market research. Experience working with clients and presenting to senior stakeholders is preferred.
Technical Skills Strong Excel/Google Sheets (pivots, lookups, basic modeling) Hands-on experience with a BI tool (Power BI, Tableau, or similar) Exceptional presentation skills and comfortable in creating client ready decks (PowerPoint) Working knowledge of SQL for pulling and analyzing data Soft Skills Clear communication — able to simplify complex data for non-technical audiences Strong problem-solving — you ask why before reporting what Good business sense and the ability to connect data to decisions Ownership mindset, comfortable managing multiple accounts at once Nice to Have Familiarity with automotive, financial services/collections, or e-commerce Leadership Quality for leading client calls focused on metrics and performance improvement.
Exposure to conversational AI, voice bots, IVR, or CX metrics (containment, connect rate, dispositions) Experience building simple reporting tools or automation