Business Data Analyst - IN-CENTER Omaha, NE

North End Teleservices•Omaha, NE

20h•Onsite

About The Position

The Business Data Analyst supports decision-making across North End Teleservices by investigating business processes and changes in performance and recommending data-backed actions. Reporting to the Senior Director of Project and Contract Management, the analyst partners with leaders across departments to identify what changed, assess the factors driving improvements or declines, and determine where actions could have the greatest impact. This is an in-center position in Omaha, Nebraska. The role translates business questions into analysis plans, combines approved data from multiple functions, investigates unexpected results and recurring issues, and validates findings with process owners. It assesses trends, risks, and opportunities related to company priorities such as revenue, profitability, retention, engagement, and client satisfaction. The analyst presents findings in plain language, recommends practical actions, and works with business owners to define success measures and track outcomes. The role also builds and maintains Power BI dashboards, scorecards, and recurring reports; reconciles source data; documents metric definitions and calculation logic; and handles employee, client, and financial data in accordance with company confidentiality, security, and access requirements. Duties and responsibilities may change with or without notice.

Requirements

At least three years of experience in business data analysis, business intelligence, or a related analytical role.
Demonstrated ability to independently investigate a business problem, test possible causes, and translate findings into an actionable recommendation.
Proficiency in Excel and SQL for preparing, combining, and validating data.
Experience building dashboards in Power BI or a comparable business intelligence platform.
Ability to present findings to technical and nontechnical audiences.
Ability to manage competing requests across departments.
Must be able to work in-center in Omaha, Nebraska.

Nice To Haves

Experience in contact center operations, workforce analytics, financial performance analysis, or client reporting.
Experience with Power BI data modeling, Power Query, DAX, or scenario analysis.

Responsibilities

Translate business questions into analysis plans.
Identify and combine approved data from Operations, Workforce Management, Finance, Human Resources, Quality, Training, and other functions.
Build strong relationships across disciplines and with leaders at all levels.
Work with project management discipline using project management best-practice tools.
Investigate unexpected results and recurring issues by comparing performance across programs, teams, cohorts, and time periods.
Test plausible explanations with data and validate findings with process owners.
Build the functional department and operational knowledge needed to perform the work.
Assess trends, risks, and opportunities tied to company priorities, including revenue, profitability, retention, engagement, and client satisfaction.
Present findings in plain language.
Recommend practical actions and explain tradeoffs, measurable expected impact, assumptions, and limitations.
Partner with business owners to define success measures, track results after changes are implemented, and recommend adjustments based on outcomes.
Build and maintain Power BI dashboards, scorecards, and recurring reports to help leaders monitor performance and identify changes requiring investigation.
Reconcile source data, investigate discrepancies, and document metric definitions and calculation logic.
Handle employee, client, and financial data according to company confidentiality, security, and access requirements.