Business Analyst – Reporting & Analytics- Remote

ConsultNet Technology Services and Solutions; Draper (UT); Remote; USD 48,000 - 55,000; Full time

Job summary

ConsultNet Technology Services and Solutions is seeking a Business Analyst – Reporting & Analytics for a 1-year contract position with remote MST hours. The role pays $35.00–$40.00 per hour and focuses on strategic analytics for omni-channel contact center operations.

Responsibilities include KPI architecture, dashboards across Tableau/SQL, and end-to-end project leadership with cross-functional teams. Strong expertise in SQL, BI tools, and AI-driven data strategies is required.

Qualifications

• 5+ years in business analytics or BI in contact center environments.
• Ability to work independently and influence decisions.
• Proficiency in SQL, Excel, and BI tools (Tableau/Power BI).
• Experience with WFM and forecasting in multi-dept settings.
• Knowledge of Generative AI and LLMs.

Responsibilities

• Identify and champion analytics initiatives across omni-channel contact centre operations.
• Own KPI design, dashboards, and predictive models.
• Lead analytics projects from concept to rollout with cross-functional teams.
• Advise executives on performance drivers and risk forecasts.
• Query multi-source data to answer high-level business questions.
• Automate reporting and optimize data infrastructure.

Skills

Business analytics experience

Independent worker

SQL

Excel

Tableau / Power BI

WFM & forecasting

Generative AI / LLMs

Education

Bachelor's or Master's degree in Business / Analytics / CS / Stats

Tools

Tableau

Power BI

PowerPivot

SAS

Zendesk Analytics

Job description

Business Analyst – Reporting & Analytics
Remote- MST Hrs.
1 year contract
Pay Rate: $35.00 - $40.00per hr.

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.