Business Intelligence Analyst at Hamilton involved in designing and maintaining business intelligence solutions. Collaborating with data engineering to support strategic planning and performance monitoring.
About the role
- Sr. Business Intelligence Analyst responsible for analytics and performance insights driving McKesson’s CXO Digital Transformation. Collaborating across teams to enhance operational excellence and customer experience.
Responsibilities
- Analyze contact center data to identify trends, inefficiencies, and improvement opportunities
- Lead the development and automation of performance dashboards, scorecards, and KPI reporting across AI, RPA, and digital initiatives
- Translate complex data into clear insights and visualizations that inform strategic decision-making at the leadership level
- Define, track, and validate value realization metrics for automation programs
- Integrate and analyze data across Salesforce, Five9, Verint Cloud, and AI platforms
- Conduct advanced analytics to identify automation opportunities and performance trends
- Partner with product, technology, and operations teams to define and evolve the automation analytics roadmap
- Streamline analytics and reporting processes through automation using Power BI, SQL, Python, and Tableau
- Support quarterly business reviews, automation performance reviews, and Quantum Leap transformation updates
- Champion data quality, consistency, and governance across CXO reporting assets
Requirements
- Degree or equivalent
- 7+ years of relevant experience in data analytics
- Proven experience supporting Contact Center analytics
- Strong understanding of Contact Center KPIs and metrics
- Proficiency in Power BI, Tableau, SQL, and data modeling
- Experience with RPA platforms (UiPath, Blue Prism), AI/Chatbot analytics, or Verint/Five9 data integration
- Demonstrated ability to communicate analytical insights effectively to non-technical and executive audiences
- Knowledge of machine learning and AI applications in contact centers
Benefits
- Competitive compensation package
- Annual bonuses
- Long-term incentive opportunities
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