Analytics Solutions Lead

BroadPathis excited to announce that we are hiring for work-at-home Analytics Solutions Lead. Our Analytics Solutions Lead is a senior individual contributor who serves as the team's critical thinker and builder, designing executive-ready reports/dashboards, owning the KPI Management process, and safeguarding data quality from source to scorecard. The role blends hands-on analytics (Power BI, Excel, SQL) with process excellence (Lean Six Sigma Green Belt), release/UAT gating, and executive-facing communication. Partnering with Business Analysts, Management Analysts/Reporting Developers, Operations/WFM, and Directors/VPs, this role ensures KPIs are accurately defined, reliably delivered, and translated into clear actions and outcomes.

We need a consultative, enterprise-minded senior IC who looks end-to-end across Reporting & Analytics (R&A) value streams, surfaces hidden friction, and turns insight into measurable results. The Lead partners with Supervisors, the Senior Business Analyst, and stakeholders to:

• Diagnose cross-department processes (data-driven assessments, value-stream mapping, SIPOC, stakeholder interviews)
• Design future-state workflows and KPI frameworks that weave people, data, technology, and controls (BPMN 2.0, Lean Six Sigma/DMAIC, TOGAF, APQC)
• Execute change by running Kaizen/DMAIC workshops, converting decisions into Jira epics/sprint backlogs, chairing ceremonies, and maintaining RAID logs until benefits are realized.
• Govern the enterprise playbook (RACIs, SOPs, decision models, maturity roadmaps) with audit-ready, version-controlled evidence
• Communicates with absolute clarity and collaborates to build live-linked KPI dashboards, board-ready slide decks, concise "end-of-day" alignment notes and presenting controls during compliance reviews

Reporting to the Analytics Solutions Senior Manager, the Analytics Solutions Lead is the primary liaison between R&A, Operations, WFM, PMO, Training, Finance, and other stakeholders. The role has no direct reports but wields matrix authority to align teams, unblock decisions, and deliver enterprise-level process excellence.

Responsibilities

Cross-functional interface & scope boundaries:

• Partner with the Senior Business Analyst (requirements translation & acceptance criteria), Reporting Developers (scalable BI/dataset builds, source ingestion, ELT/orchestration, data contracts), and various stakeholders

• Ensure clear handoffs, ownership, and SLAs across the delivery chain

• KPI governance & delivery – Define and maintain KPI/metric definitions and thresholds; ensure timely, accurate dashboards and reports; manage change control and coordinate regular performance reviews and action tracking

• Reporting & dashboard development – Design executive-ready Power BI/Excel dashboards and reusable datasets; document business logic and data lineage; automate refresh and distribution
• Data quality management – Translate business requirements into testable data-quality rules and service levels; implement automated checks; monitor data freshness/accuracy; triage incidents and drive rapid resolution
• Process analysis & improvement – Map current and future workflows; quantify defects and cycle time; set improvement targets; produce artifacts (swim-lanes, RACIs, decision tables, KPI trees) and align designs with enterprise initiatives
• Delivery & portfolio coordination – Manage intake and prioritization; maintain work boards; run lightweight agile ceremonies; keep RAID/action logs; track throughput and cycle-time trends
• Change management & enablement – Lead working sessions; create SOPs, communications, and training; track adoption and usage metrics; trigger refreshers when compliance or utilization dips
• Governance, compliance & audit readiness – Maintain a version-controlled playbook/SOP library and evidence tracker; build governance views (heat maps, maturity radars); present controls in reviews/audits and drive remediation
• Executive communication & advisory – Craft board-quality narratives with options, risks, and ROI; issue concise status/decision notes with links to live artifacts; present to senior leaders and help unblock decisions
• Forecasting literacy & performance support – Partner with workforce/operations on forecast assumptions and KPIs; monitor forecast vs. actuals and surface risks and improvement opportunities

Qualifications

• Analytics & data skills:

• Strong Power BI/Tableau, Advanced Excel, and SQL

• Capable of modeling data, validating metrics, and working with large/complex datasets

• Data quality & governance:

• Proven experience defining KPI catalogs, implementing data-quality rules and automated tests/scorecards, and managing release/UAT gates and change control

• Process & architecture fluency:

• Comfortable with workflow documentation and standards (e.g., BPMN, UML)

• Familiarity with enterprise frameworks (e.g., TOGAF, APQC) is advantageous

• Delivery toolkit:

• Familiarity with work/knowledge tools (e.g., Jira/Azure DevOps, Confluence/SharePoint)

• Knowledge of version control (Git) and basic CI/CD for BI/ELT are a plus

• Communication & Influence:

• Clear executive presenter; strong stakeholder management, facilitation, and the ability to influence without formal authority

• Contact-center domain fluency:

• Working knowledge of AHT, ASA, FCR, CSAT/NPS, adherence, occupancy, shrinkage, abandonment, service level, etc. (i.e. how they're calculated, what drives them, and how to instrument them in dashboards)

Education and Experience

Bachelor's degree in business, MIS, Industrial Engineering, Data Science/Analytics, or a related field required, MBA or related master's preferred; 5–7 years in BI/Reporting/Analytics Operations or Process/Operational Excellence as a senior individual contributor (contact center/BPO experience preferred)

• In lieu of degree: Candidates will be considered with an equivalent combination of experience if they demonstrate all the following:

• 7+ years leading end-to-end analytics/reporting initiatives in an operational setting (contact center/BPO strongly preferred)

• A proven track record implementing KPI improvements

  • from definition/thresholds and data-quality rules through automation, adoption, and measurable outcome gains
  • Lean Six Sigma Green Belt (required) with hands-on DMAIC delivery (e.g., variance reduction, cycle-time improvement, defect reduction)
  • Portfolio of Power BI/Excel/SQL deliverables (datasets, dashboards, documentation) and experience running UAT/release gates for KPI changes
  • Executive-facing communication: regular presentations/readouts to Directors/VPs with clear options, risks, and ROI

Certifications/License(s): (required)

• Lean Six Sigma Green Belt

Systems Experience: (required)

• Excel
• Power Query
• Power BI or any BI Tools
• Process Mapping tools, such as Visio

Any Preferred Experience, Systems or Skills:

• Python or R Data Analysis
• Data Analytics in a Call Center
• Several high-valued analytics projects implemented

Work samples/Portfolio will be required.