Senior Marketing & Contact Center Analytics Lead

3M HEALTHCARE; Covington (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

BD Home Care is seeking a Sr. Marketing and Contact Center Business Analyst to bridge data analysis with operational excellence, improving call center performance, customer satisfaction, and sales goal attainment.

This role leverages PowerBI, Tableau, SQL, and analytics to provide real‑time insights, monitor KPIs, and support campaigns while ensuring HIPAA‑protected data handling across the organization.

Qualifications

• Bachelor’s degree in Business, Marketing, Statistics or related field; MBA or equivalent preferred.
• 5+ years in business analytics and reporting.
• 5+ years of SQL or Snowflake experience.
• 5+ years in a performance marketing‑based role.
• 5+ years with Tableau and other leading reporting tools.
• 2+ years with Contact Center technology and vendors.

Responsibilities

• Leverage data sources to deliver an enhanced reporting suite for real‑time commercial and marketing decisions.
• Manage daily short/long‑term reporting using PowerBI, Tableau, Excel, and Contact Center reporting.
• Deliver KPIs to drive strategy and ensure data to measure performance.
• Perform gap analysis to align processes and metrics.
• Create dashboards for lead management, list penetration, campaigns, journeys, and CSAT metrics.
• Identify trends and correlations to improve scheduling, routing, and agent performance.
• Deliver automated and ad‑hoc business reporting for direct‑to‑consumer healthcare.
• Develop metrics such as CAC, LTV, conversion, and program contribution.
• Develop new reporting capabilities and visualizations for accuracy and digestibility.
• Uphold data hygiene and reporting accuracy; collaborate with BI and finance teams.
• Support decision making with rapid understanding of complexities and opportunities.

Skills

PowerBI

Tableau

Excel

SQL

Marketing analytics

Education

Bachelor’s degree in Business/Marketing/Statistics or related field

MBA or equivalent experience preferred

Tools

Salesforce.com

PowerBI

Tableau

Excel

Job description

BD Home Care is seeking a Sr. Marketing and Contact Center Business Analyst to bridge data analysis with operational excellence, improving call center performance, customer satisfaction, and sales goal attainment.

This role leverages PowerBI, Tableau, SQL, and analytics to provide real‑time insights, monitor KPIs, and support campaigns while ensuring HIPAA‑protected data handling across the organization.