Job Description

The Business Intelligence Analyst is responsible for delivering enterprise reporting, analytics, and performance insights across sales, operations, and call center environments. This role transforms complex data into actionable intelligence that supports strategic decision making, improves operational performance, and enhances customer experience. The position partners closely with business leaders to define metrics, monitor performance trends, and develop scalable reporting solutions that drive business growth and operational efficiency.

_ Impact:_

• Develops and maintains KPI dashboards and recurring performance reporting across sales channels, operational teams, and call center incentive programs. Ensures data accuracy, consistency, and accessibility for business stakeholders and leadership.
• Performs deep analytical reviews of performance data to identify trends, risks, and improvement opportunities. Provides clear recommendations that influence business strategy, customer experience, and operational execution.
• Delivers reporting and analysis across call center incentive performance metrics including incentive attainment, payout accuracy, performance against incentive thresholds, behavior change tied to incentive programs, and alignment to performance metrics such as contact rate, conversion rate, save rate, cancel rate, service level, first call resolution, and handle time. Identifies performance drivers and supports incentive strategy improvements that increase agent performance and business outcomes.
• Builds scalable data models and curated datasets using enterprise data platforms. Writes optimized SQL queries and supports data architecture that enables consistent enterprise reporting, analytics, and incentive intelligence.
• Supports performance forecasting, incentive modeling, and performance scenario analysis. Identifies performance variances and root cause drivers impacting business results and incentive effectiveness.
• Partners with Sales, Marketing, Finance, Operations, Compensation, and Call Center leadership to define reporting needs, establish performance and incentive metrics, and deliver data driven solutions aligned to business objectives.
• Validates data sources, identifies data discrepancies, and partners with data engineering teams, compensation teams, and system owners to resolve data quality issues across multiple data environments.
• Improves reporting workflows, reduces manual processes, and increases data accessibility through scalable business intelligence solutions supporting sales and call center incentive programs.
• This role regularly exercises independent judgment when interpreting performance and incentive trends, recommending program adjustments, prioritizing reporting initiatives, and influencing business decision making based on analytical findings.
• May perform other duties as assigned. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Qualifications

** You will thrive in this role if you:** ****

• Bachelor’s degree in Business Analytics, Data Analytics, Information Systems, Finance, Mathematics, Statistics, or related field.
• Minimum 7 years experience in business intelligence, data analytics, reporting, or performance analytics roles.
• Minimum 2 years experience working with large scale data environments or cloud data platforms.
• Minimum 2 years experience supporting operational analytics, sales analytics, or call center analytics environments.
• Strong SQL and data querying experience
• Experience with enterprise data platforms such as cloud data warehouses
• Dashboard development experience using business intelligence tools such as Looker Studio or Power BI
• Advanced Excel skills including pivot tables, complex formulas, and data analysis techniques
• Strong analytical thinking and problem solving ability
• Ability to translate technical data into clear business insights
• Strong communication skills with ability to present findings to business leaders
• Ability to manage multiple priorities in a fast paced environment
• Strong attention to data accuracy and governance standards

A plus if you have:

• Experience supporting telecommunications, technology, or service operations environments.
• Experience working with CRM platforms or contact center technologies.
• Experience supporting workforce performance analytics or customer experience analytic.
• Experience supporting forecasting or capacity planning analytics.

_ Language Skills:_

• English required

Physical Demands: ****

Work is primarily sedentary and performed indoors in a home or company office environment. Work requires operating a computer and standard office productivity equipment. Occasional extended hours may be required during peak reporting cycles or major business initiatives. Limited travel may be required based on business needs.

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Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging _ are at the center of our grounding belief in Being Real._

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice