job description
Are you a data-driven Senior Business Intelligence Analyst with a passion for transforming contact center operations through actionable insights? KMC Solutions, a leader in innovative business process outsourcing, is seeking a seasoned professional to join our remote team and drive strategic decision-making for our US-based contact center operations.
In this pivotal role, you will leverage your expertise in business intelligence, data analytics, and contact center metrics to optimize performance, enhance customer experience, and boost operational efficiency. You’ll work closely with cross-functional teams to identify trends, forecast outcomes, and develop data-driven strategies that align with business goals. If you thrive in a dynamic, fast-paced environment and have a knack for turning raw data into compelling narratives, this is your opportunity to make a significant impact.
As a remote-based role with US shift hours, you’ll enjoy the flexibility of working from Bali’s vibrant tech hubs (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung) while collaborating with a global team. Join us and be part of a company that values innovation, diversity, and professional growth.
Why KMC Solutions?
- Remote work flexibility with a focus on work-life balance
- Opportunity to work with cutting-edge BI tools and technologies
- Collaborative and inclusive company culture
- Professional development and career advancement opportunities
- Competitive salary and performance-based incentives
Responsibility
- Design, develop, and maintain dashboards, reports, and data visualizations to monitor contact center performance, including KPIs such as service level, handle time, and customer satisfaction.
- Analyze large datasets to identify trends, patterns, and insights that drive operational improvements and strategic decision-making.
- Collaborate with contact center leadership to define data-driven goals and recommend actionable strategies for performance optimization.
- Develop and automate predictive models and forecasting tools to anticipate call volume, staffing needs, and resource allocation.
- Conduct root cause analysis on performance gaps and propose solutions to enhance efficiency, reduce costs, and improve customer experience.
- Present complex data findings in a clear, concise manner to stakeholders, including executives, managers, and frontline teams.
- Ensure data integrity and accuracy by implementing quality control processes and validating data sources.
- Stay updated on industry trends, emerging technologies, and best practices in contact center analytics and business intelligence.
Qualifications
- 5+ years of experience in business intelligence, data analytics, or a related field, with at least 3 years focused on contact center environments.
- Proven expertise in BI tools such as Power BI, Tableau, or Qlik, with the ability to create interactive dashboards and reports.
- Strong proficiency in SQL for data extraction, transformation, and analysis, as well as experience with data warehousing concepts.
- Experience with statistical analysis and predictive modeling (e.g., regression analysis, time-series forecasting) using tools like Python, R, or Excel.
- Solid understanding of contact center metrics (e.g., AHT, FCR, CSAT, NPS) and their impact on business performance.
- Excellent communication skills, with the ability to translate complex data into actionable insights for non-technical stakeholders.
- Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field. Advanced degrees are a plus.
- Experience working in a remote or global team environment, with the ability to manage time zones and deliverables effectively.