Senior Specialist – Business Intelligence

Job Summary

Transform multi-source operational and guest-experience data into actionable insights that drive performance and strategic decision-making across the Contact Center. Develop advanced dashboards, monitor KPIs, and provide analytics to leadership and operational teams.

Responsibilities

• Consolidate multi-source data from IVR/telephony, CRM/case management, QA scorecards, surveys, social/complaints, chat, email, WhatsApp, and app/web feedback
• Detect early warning signals including spikes in negative sentiment, repeat contacts, reopened cases, and escalation trends
• Extract required KPIs from approved systems following designated schedules and validate dataset completeness, formatting, and numerical integrity
• Update dashboards with accurate performance metrics and maintain executive Voice of the Guest dashboard covering CSAT/NPS/CES, trends, drivers, and corrective action recommendations
• Prepare structured weekly and monthly summaries for operational and leadership reviews
• Link complaints, QA findings, and operational KPIs to root causes and facilitate insight readouts with relevant teams
• Maintain audit-ready evidence folders with organized logs and complete supporting documentation
• Highlight emerging patterns that may impact performance targets or frontline consistency

Requirements

• Bachelor’s degree in business administration, Hospitality and Tourism Management, or related discipline
• COPC training, ITIL, CX/Service Excellence certifications or equivalent
• Lean Six Sigma Green Belt certification
• Business Intelligence Certificate
• Power BI certification
• 4+ years of relevant experience, preferably with majority in Performance Management
• Experience in performance reporting, data analysis, or service-operations monitoring
• Experience working in a related area in a leading professional-services firm, prestigious consulting firm, or entertainment/real estate industry preferred

What the company offers

• Comprehensive benefits package

We refresh listings regularly, but some roles close early on the source platform.