Analytics Manager

Simply Contact is seeking an experienced Head of Analytics / Analytics Manager to lead company-wide reporting development, manage core data sources, and drive implementation of modern analytics and AI-enabled solutions. This role combines hands-on expertise in Power BI, SQL, and Python with ownership of analytics processes and a small analytics team. The position focuses on ensuring reliable management reporting, supporting business growth, and evolving the analytics ecosystem.

• Design, build, and maintain Power BI dashboards and reports for company management and business stakeholders
• Own and manage global data sources including HRM systems, time tracking systems, and agent schedules
• Connect to new data sources and integrate data via APIs
• Create new dashboards and data models with accurate reporting and data logic
• Develop and improve data models and DAX calculations in Power BI
• Write and optimize SQL queries and data transformations
• Participate in development of Microsoft Fabric capabilities within existing processes
• Coordinate implementation of ML and forecasting solutions with external vendors
• Lead and manage a small team including Reporting & Data Analyst and Operational Analyst
• Collect, process, and analyze Customer Experience data (CSAT, NPS, CES, QA scores, feedback, complaints)
• Build CX dashboards and analytical views to monitor service quality and customer satisfaction

• Higher education in IT, Computer Science, Mathematics, Finance, or related field
• 3+ years of hands-on experience with Power BI
• Strong and practical knowledge of DAX
• 3+ years of experience with SQL and building complex queries
• 1+ year of experience with Python for data processing, automation, and ETL tasks
• Experience connecting to external systems via APIs
• Solid understanding of data modeling and BI best practices
• Experience working with large datasets
• English level B1 or higher
• Nice to have: Microsoft Fabric experience, forecasting or machine learning exposure, BPO/Contact Center/Operations analytics background

• Opportunity to build and shape the analytics function
• Direct impact on management decision-making
• Participation in AI-driven analytics transformation
• Professional growth in a fast-scaling company