The Operational Reporting & Analytics Lead will be pivotal in driving data-driven decision-making within our newly established contact center operations. This individual will lead a team responsible for developing and delivering comprehensive reporting and analytics solutions that provide actionable insights into operational performance, customer service metrics, and workforce efficiency.

• Develop and implement a strategic roadmap for operational reporting and analytics in alignment with business objectives and contact center KPIs.

• Lead a team of analysts and data specialists to gather, analyze, and interpret data from various sources including case management platforms, telephony platforms, and operational databases.

• Design and deliver robust reporting dashboards, executive summaries, and ad-hoc analyses to monitor key performance metrics and identify trends, issues, and opportunities for improvement.

• Collaborate closely with cross-functional teams including IT, HR, and Procurement to ensure data integrity, standardization, and alignment of reporting methodologies.

• Drive continuous improvement initiatives based on data insights to optimize contact center operations, enhance customer satisfaction, and increase operational efficiency

• Provide strategic guidance and recommendations to senior leadership based on data analysis and insights

• Minimum of 10+ years of relevant business experience.

• Bachelor’s degree in business administration, Economics, Finance, Human Resources, Engineering, IT, or Supply Chain.

• Demonstrated experience leading global and diverse teams.

• Experience leading, developing, and managing operational data and/or reporting programs and teams in a shared services organization, preferably Procurement, Finance, or HR.

• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable insights and strategic recommendations.

• Proficiency in data visualization tools such as Power BI, Tableau, or similar, with hands-on experience in dashboard development and report automation.

• Excellent leadership and communication skills with the ability to collaborate effectively across teams and influence decision-making at all levels of the organization.