Lead 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