Business Analyst – Reporting & Analytics- Remote

ConsultNet Technology Services and Solutions is seeking a Business Analyst – Reporting & Analytics to drive the strategy and evolution of reporting and analytics for a Member Services Business Analytics team. The role leads analytics initiatives, develops KPIs, predictive models and dashboards, advises executives, and improves reporting infrastructure for contact center operations.

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

Preferred

ideally within a multi-site, contact centre and customer experience environment (phone, e-mail, chat and AI bot, self-service)

Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred

Bachelor's or Master's degree in Business, Analytics, Computer Science, Statistics, Economics, a plus

Multi-Site Operations

Contact Centre Operations

Customer Experience

Phone Support

Email Support

Chat Support

AI Bot Support

Self-Service Support

Data Warehouse Architectures

SAS

Zendesk Analytics

Computer Science

Statistics

Economics

Benefits

Remote work (MST hours)

Company

Talent, technology, and consulting solutions for businesses

South Jordan, Utah, USA

http://consultnet.com/

Founded in 1996

201-500 employees

Qualifications

5+ years of progressive experience in business analytics, operations analytics, or business intelligence roles

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)

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

an equivalent combination of education and deep industry experience

An equivalent combination of education and deep industry experience

Ideally within a multi-site, contact centre and customer experience environment (phone, e-mail, chat and AI bot, self-service)

Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred

Bachelor's or Master's degree in Business, Analytics, Computer Science, Statistics, Economics, a plus

Required skills

SQL, Excel, Tableau, Power BI, PowerPivot, Business Intelligence, Contact Center Operations, Data Warehouse Architecture, Workforce Management, Capacity Planning, Predictive Forecasting, Generative AI and Large Language Models, Executive Communication, Stakeholder Influence

Experience

5+ years