Analytics Manager

We are looking for an experienced Head of Analytics / Analytics Manager to lead the development and maintenance of company-wide reporting, manage core data sources, and drive the 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, data quality, and a small analytics team. You will play a key role in ensuring reliable management reporting, supporting business growth, and evolving our analytics ecosystem.

Key Responsibilities

• Design, build, and maintain Power BI dashboards and reports for company management and business stakeholders ; • Own and manage global data sources, including:

• HRM system ;
• Time tracking system ;
• Agent schedules and workforce data ; • Fully build and support reporting and data logic for the company’s main project, ensuring data accuracy and consistency ; • Implement reporting for new projects, including:
• Connecting to new data sources o Integrating data via APIs ;
• Creating new dashboards and data models; • Develop and improve data models and DAX calculations in Power BI ; • Write and optimize SQL queries and data transformations; • Participate in the development of Microsoft Fabric capabilities within existing processes; • Coordinate implementation of ML / forecasting solutions together with external vendors; • Lead and manage a small team: Reporting & Data Analyst and Operational Analyst; • Define priorities, distribute tasks, and review results; • Ensure documentation, stability, and reliability of reporting solutions; Collect, process, and analyze Customer Experience (CX) data (CSAT, NPS, CES, QA scores, customer feedback, complaints, etc.) Build CX dashboards and analytical views to monitor service quality and customer satisfaction

Required Qualifications

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 / 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

Experience with Microsoft Fabric (Dataflows Gen2, Lakehouse/Warehouse, Notebooks, Pipelines); Exposure to forecasting or machine learning concepts; Experience in BPO / Contact Center / Operations analytics;

What We Offer

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