Business Analyst – Remote (Remote, Any Location, United States of America)

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021  

Gold Stevie Award Winner for Great Employers in 2024 and 2022 

We foster an exciting culture of creativity, connection, and commitment 

Read more about our culture: Foundever® Stories. 

Job Summary

As a Business Intelligence Analyst at Foundever, you will play a key role in transforming data into actionable insights through effective visualization. You will design intuitive and impactful dashboards that not only present data but also enhance user experience. Your expertise in business operations and experience in the BPO environment will allow you to understand client needs and deliver meaningful analytics. 

Primary Job Responsibilities

Dashboard Development: 

o Design, develop, and maintain Power BI dashboards that visualize operational data, with a focus on agent performance metrics.  

o Ensure dashboards are user-friendly, visually appealing, and optimized for user experience. 

Data Analysis and Interpretation:  

o Analyze complex datasets to identify trends, anomalies, and performance metrics relevant to client operations.  

o Provide actionable insights and recommendations based on data analysis to support strategic decision-making. 

Collaboration with Stakeholders:  

o Work closely with operational teams, data engineers, and clients to gather requirements and understand business needs.  

o Communicate findings and insights effectively to stakeholders at all levels. 

Reporting Solutions:  

o Consolidate and streamline reporting processes, aligning responsibilities previously held by operations reporting analysts, reporting analysts, and business analysts.  

o Develop standard reports and ad-hoc analysis as needed to support operations and management. 

User Experience Focus:  

o Prioritize user experience in dashboard design by considering layout, navigation, and interaction.  

o Conduct user testing and gather feedback to continuously improve the usability and effectiveness of dashboards. 

Documentation and Training:  

o Create documentation for dashboard functionality, data sources, and analytical processes.  

o Provide training and support to end-users to maximize the value of BI tools and dashboards. 

Continuous Improvement:  

o Stay current with best practices in business intelligence, data visualization, and user experience design.  

 o Propose enhancements and new features based on user feedback and changing business needs. 

Position Qualifications

Bachelor’s degree in Business Administration, Data Science, Computer Science, or a related field. 

3-5 years of experience in a business intelligence or data analysis role, with a strong focus on dashboard development. 

Proficiency in Power BI and data visualization tools; familiarity with other BI tools is a plus. 

Strong understanding of user experience (UX) principles and dashboard design best practices. 

Required Experience

Prior experience in a Business Process Outsourcing (BPO) environment. 

Proven ability to analyze performance metrics and translate them into insightful visualizations. 

Excellent analytical, problem-solving, and communication skills. 

Ability to work collaboratively in a fast-paced environment and manage multiple projects simultaneously. 

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.   

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.