Business Data Analyst

Job Summary:

The Business Data Analyst supports decision-making across North End Teleservices by investigating and managing business processes and changes in business performance and recommending actions backed by data. Reporting to the Senior Director of Project and Contract Management, this role partners with leaders across departments to determine what changed, assess the factors driving the change that may include improvements or decline in performance, and articulate where actions could have the greatest impact.

Key Responsibilities:

Enterprise Analysis and Investigation

• Translate business questions into analysis plans. Identify and combine approved data from Operations, Workforce Management, Finance, Human Resources, Quality, Training, and other functions.
• Strong relationships across disciplines and all levels of leadership.
• Able to work with a project management discipline utilizing PM best practice tools.
• Investigate unexpected results and recurring issues by comparing performance across programs, teams, cohorts, and time periods. Test plausible explanations with data and validate findings with process owners.
• Build functional department and operational knowledge necessary to do the work.
• Assess trends, risks, and opportunities tied to company priorities, including revenue, profitability, retention, engagement, and client satisfaction.

Recommendations and Follow Through

• Present findings in plain language. Recommend practical actions, explain tradeoffs and expected impact where measurable, and communicate assumptions and limitations.
• Partner with business owners to define success measures, track results after changes are implemented, and recommend adjustments based on the outcome.

Reporting and Data Quality

• Build and maintain Power BI dashboards, scorecards, and recurring reports that help leaders monitor performance and spot changes that warrant investigation.
• Reconcile source data, investigate discrepancies, and document metric definitions and calculation logic so teams can interpret results consistently.
• Handle employee, client, and financial data in accordance with company confidentiality, security, and access requirements.
• Duties, responsibilities, and activities may change at any time with or without notice.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• Experience in contact center operations, workforce analytics, financial performance analysis, or client reporting.
• Experience with Power BI data modeling, Power Query, DAX, or scenario analysis.

Key Qualifications:

• At least three years of experience in business data analysis, business intelligence, or a related analytical role.
• Demonstrated ability to independently investigate a business problem, test possible causes, and translate findings into an actionable recommendation.
• Proficiency in Excel and SQL for preparing, combining, and validating data. Experience building dashboards in Power BI or a comparable business intelligence platform.
• Ability to present findings to technical and nontechnical audiences and manage competing requests across departments.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.