Core Roles & Responsibilities

Business Intelligence & Dashboard Development (Power BI)

dashboards for operational performance, agent scorecards, and client

governance.

many/many-to-many relationships, and write calculated measures using

intermediate-to-advanced DAX (Time Intelligence, CALCULATE, FILTER,

SWITCH).

unpivot, append, and transform fragmented data feeds coming from ACDs (e.g.,

Genesys, Avaya, Amazon Connect), WFM tools (e.g., NICE), and CRM platforms

(e.g., Salesforce, Zendesk).

configure scheduled data refreshes, manage row-level security (RLS), and

ensure report performance optimization.

Spreadsheet Engineering & Tactical Automation (Google Sheets)

advanced Google Sheets capabilities (QUERY, FILTER, IMPORTRANGE,

ARRAYFORMULA, XLOOKUP, LET, and dynamic arrays).

(JavaScript-based) to automate scheduled triggers, pull APIs, distribute

automated email alerts, and sync data between sheets.

Collaborative Trackers: Design secure, user-friendly live tracking sheets for

floor supervisors, RTAs, and operations managers with controlled data validation

and conditional formatting.

Operational Analysis & Governance Support

ASA, Abandonment, AHT, Occupancy, Adherence, Shrinkage, Concurrency) to

flag root causes behind operational spikes or dips.

automate data packs for Weekly Business Reviews (WBR), Monthly Business

Reviews (MBR), and client scorecards.

slicing (e.g., correlation between AHT and tenure, shrinkage trends across

specific shift patterns, or SLA loss impact during technical outages).

Business Analyst (WFM)