Business Analyst – Reporting & Analytics- Remote

Business Analyst – Reporting & Analytics
Remote- MST Hrs.
1 year contract
Pay Rate: $35.00 - $40.00per hr.
We are seeking a Reporting and Analytics Business Analyst. They are a key strategic partner within the Member Services Business Analytics team, and responsible for driving the architecture, strategy, and continuous evolution of our reporting ecosystem and analytics framework. Operating with high autonomy, this role proactively identifies operational inefficiencies, uncovers hidden business opportunities, and shapes self-directed initiatives that directly align with our overarching business goals. The ideal candidate requires minimal direction and possesses advanced mastery of data analytics, predictive modeling, SQL, and modern visualization tools. They are deeply experienced in multi-site, omni-channel contact center operations and excel at translating complex data into strategic vision and actionable roadmap recommendations for executive stakeholders.
Inherent Characteristics
Strategic Vision & Customer Focus: Demonstrates expert-level competency in influencing senior leadership and cross-functional partners. Proactively advocates for the customer and agent experience to shape operational strategy.
Advanced Functional/Technical Expertise: Possesses exceptional quantitative, analytical, and data architectural aptitude. Recognized as a subject matter expert in querying, data modelling, and visualization best practices.
Proactive Initiative & Drive: Highly self-motivated; needs minimal supervision to turn vague business challenges into well-defined, value-generating analytics projects aligned with business objectives.
Complex Problem Solving: Demonstrates an innate ability to anticipate operational friction, define root causes, quantify financial and operational impacts, and prescribe high-impact corrective strategies.
Navigating Ambiguity: Thrives in a fast-paced, evolving environment by bringing order to chaos, establishing frameworks where none exist, and independently prioritizing high-value tasks.
Executive Communication: Masterfully articulates complex analytical stories and strategic recommendations to stakeholders at all levels, converting dense data into compelling visual and narrative insights.
Key Responsibilities
Strategic Analytics & Proactive Initiatives: Autonomously identify, design, and champion analytics initiatives that optimize short- and long-term omni-channel contact centre operations, financial performance, and service delivery and customer experience.
KPI Architecture & Dashboard Strategy: Own the end-to-end design, implementation, and governance of business-critical KPIs, predictive models, and executive-level dashboards across Tableau, SQL, and internal platforms.
End-to-End Project Leadership: Lead analytics and data infrastructure projects from initial concept through execution and rollout, coordinating across multi-departmental teams without explicit daily oversight.
Executive Advisory: Partner closely with operations and business leaders to communicate past performance drivers, future risk forecasts, and strategic trade-offs to consistently meet or exceed service level goals.
Advanced Data Exploration: Query and synthesize complex, multi-layered data from relational warehouses, cube databases, and raw data pipelines to answer unprompted, high-level business questions.
Process Optimization: Identify manual reporting bottlenecks across the team and engineer automated, scalable reporting infrastructure.
Required Skills
5+ years of progressive experience in business analytics, operations analytics, or business intelligence roles, ideally within a multi-site, contact centre and customer experience environment (phone, e-mail, chat and AI bot, self-service).
Proven track record of operating independently, initiating high-value analytics projects, and influencing business decisions without direct authority.
Strong technical proficiency in SQL, Excel, and enterprise visualization/BI tools (Tableau, Power BI, PowerPivot). Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred.
Deep understanding of workforce management (WFM) dynamics, capacity planning, and predictive forecasting models across complex multi-departmental environments.
Demonstrated experience leading end-to-end analytics initiatives and utilizing formal or informal project management methodologies.
Experience and strong knowledge in Generative Artificial Intelligence and Large Language Models.
Bonus Skills
Bachelor's or Master's degree in Business, Analytics, Computer Science, Statistics, Economics, a plus, or an equivalent combination of education and deep industry experience.

Work arrangement
Yes