BI Analyst

Calabrio is an innovative, fast-paced, growing software company that delivers integrated workforce optimization software for today’s multi-channel contact centers. We are in an exciting growing phase and now is an excellent time to join and help us develop even further as a company.

The Product Operations organization enables Product Management and Engineering by curating data, enabling insights, and codifying ways of working.​ We support over twenty software development teams across the US, Sweden, and India. We establish processes that make data insights available to empower decision making, enable Agile/Scrum practices to grow and mature in a healthy way across development teams, and provide technical program management to ensure delivery of key initiatives and cross-departmental projects. 

As a member of the Product Operations team, the BI Analyst will enable the collection and analysis of data for stakeholder strategy development and will drive tactics to track progress of outcomes. They will help with data and reporting to achieve business goals; synthesize routine and ad hoc reporting needs to deliver timely and actionable business intelligence. The person in this role will focus on the intersection of data driven decision making to help drive strategic and tactical initiatives.

What You'll Be Doing: 

• Collaborate with stakeholders across product, engineering, go-to-market, product marketing, finance, and professional services to define their data and analytics needs.
• Develop and maintain dashboards, reports, and metrics to track and communicate product performance, scrum team performance, escalation management, user feedback, feature launch, and more.
• Translate data into actionable insights and communicate recommendations to leadership and the broader organization, to drive data-driven business decisions.
• Troubleshoot reporting issues and provide support to stakeholders to fully leverage reports and dashboards.
• Identify opportunities and recommend updates to methodologies, operations, and process documentation.
• Gather detailed business requirements that includes identification and mapping of source system data, and rules for data cleansing, integration, and validation.

Requirements

Must Haves: 

• 3+ years’ experience in the role of a BI Specialist, BI Data Analyst, BI Engineer, or similar roles.
• Experience in data analysis and visualization tools, like PowerBI or Tableau.
• Strong interest assessing current state to optimize manual processes through automation.
• Ability to manipulate large data sets with high dimensionality and complexity using tools or programming languages, like SQL or Power BI Semantic Models.
•  Excellent data debugging skills to identify root cause of data inaccuracies.

Nice to Haves:

• Experience building statistical models to test different business scenarios and to predict business outcomes.
• Ability to create and update complex data models that source from multiple systems.
• Experience with data engineering concepts including data integrations, ETL, and database architecture design.
• Experience with product analytics and usage software, like Pendo, to build insights.

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer.

Our commitment is to continue to keep our people healthy, focused, and creative. We've built a company culture where you’ll feel motivated and truly excited to come to work. Calabrio is driven by the diversity of our talented team members who come from a wide variety of backgrounds and lifestyles. As an equal opportunity employer, we always consider and embrace ALL individuals including what makes them unique. We believe our team members should be happy and healthy, with peace of mind and a sense of accomplishment.

About Calabrio

Calabrio has joined forces with some of the best minds and most progressive concepts on enriching human interactions through our customer experience intelligence platform. For you, that means working on high-performing innovative teams that combine their incredible ideas in one incredible company.

Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).

Awards & Accolades

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary.

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.