Responsibilities
- Architect and maintain automated data pipelines using SQL and BI tools (Looker/Snowflake).
- Integrate AI analytics for the WFM team, utilizing tools such as Gemini to generate automated reports and synthesized insights.
- Provide dedicated reporting support for pilots, experiments, dialer adjustments, and new campaigns (outside the scope of Global CCR Analytics)
- Conduct weekly and monthly performance "deep dives" to identify trends in recovery rates, connect rates, and agent efficiency, providing actionable insights to leadership.
- Support long-range planning by building predictive models that estimate staffing needs based on marketing spend, historical trends, and collection targets.
- Lead data-driven initiatives to reduce manual reporting time for operational leads, enabling them to spend more time on high-value coaching.
- Design intuitive, self-service dashboards that allow Site Directors to monitor real-time and historical performance at a glance.
- Establish and maintain a "Single Source of Truth" by standardizing metric definitions and ensuring data consistency across all operational dashboards.
Requirements
- Advanced SQL proficiency
- Extensive experience with BI tools such as Looker, Snowflake, or Tableau
- Familiarity with leveraging Generative AI (e.g., Gemini) for data synthesis and automated report generation
- Ability to synthesize complex datasets into clear, high-impact business recommendations
- Skill in designing intuitive dashboards that communicate insights to non-technical stakeholders
