Cox Enterprises · 18 hours ago
Senior Business Intelligence Analyst
Atlanta GA
Full-time
Hybrid
Mid, Senior Level
$89K/yr - $134K/yr
4+ years expCox Automotive is seeking a Senior Business Intelligence Analyst to join their Workforce Strategy & Analytics team. This role focuses on leveraging advanced Business Intelligence tools and analytics to optimize contact center operational efficiency and improve customer experience through actionable insights.
AdvertisingBroadcastingDigital MediaTelecommunications
Responsibilities
Analyze inbound and outbound call center performance across voice, chat, email, and digital channels
Develop insights around key metrics
Identify trends, anomalies, and root causes impacting efficiency, customer experience, and cost
Ingest, clean, and transform data from multiple sources to ensure accuracy and usability for analysis
Define, validate, and maintain key performance indicators while ensuring data integrity and governance
Design dashboards and reports using tools like Power BI or Tableau to communicate insights effectively and enable data-driven decisions that reduce overtime costs
Ensure consistency and accuracy of KPIs across reports and platforms
Translate complex datasets into clear, concise, and actionable visualizations
Continuously improving reporting efficiency and self-service capabilities
Conduct deep-dive analyses on staffing models, volume drivers, handle time variability, and performance gaps
Support workforce planning, budgeting, and forecasting initiatives with data-driven insights
Perform scenario analysis to assess operational changes, policy impacts, or technology implementations
Act as a trusted analytical partner to call center leadership and operations teams
Translate business questions into analytical approaches and clearly communicate findings and recommendations
Influence decision-making by connecting analytics to operational and financial outcomes
Establish and promote best practices for BI development, documentation, and data governance
Mentor junior analysts and provide technical and analytical guidance
Ensure compliance with data privacy and security standards
Leverage Advanced BI Tools and AI Frameworks
Apply Robust Data Governance and Quality Standards
Collaborate Cross-Functionally
Employ Agile and Scalable Methodologies
Translate complex analytical outputs into clear, compelling narratives and visualizations for senior leadership, enabling informed and timely decision-making
Qualification
Required
BS/BA degree in a related discipline such as Computer Science, Industrial Engineering, Business Analytics, Statistics, or similar field of study
Strong analytical skills supported by 4+ years of experience in business intelligence, analytics, or data analysis
Direct experience analyzing call center or contact center data
Experience with call center platforms (Genesys, Avaya, Five9, Amazon Connect, etc.)
Experience with Salesforce case data
An outgoing analyst who can operate autonomously in a low-structure environment and thrive in ambiguity
Ability to build and leverage relationships with internal customers and boundary partners to drive collaboration and outcomes
Advanced SQL for data extraction and analysis
Experience with Python, R, or other programming languages for advanced analytics
Experience utilizing ETL tools such as Alteryx, Tableau Prep, & Informatica and visualization tools such as Tableau or Power BI
Strong data visualization and dashboard design skills
Experience working with large, complex datasets
Experience with cloud data platforms such as Snowflake and Redshift
Familiarity with AI-enabled tools and Large Language Models (LLMs) to enhance forecasting, automate reporting, and generate insights
Ability to experiment with AI-driven techniques (e.g., predictive modeling, anomaly detection etc.) and integrate them into workforce analytics workflows
Understanding of prompt engineering and model fine-tuning for leveraging generative AI in analytics and decision support
Preferred
Prior experience in a call center analytical role or familiarity with related concepts
Prior experience in automotive industry or production environment
Experience developing scenario models
Experience operating in a Six Sigma or Lean operations environment
Benefits
The flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
Seven paid holidays throughout the calendar year
Up to 160 hours of paid wellness annually for their own wellness or that of family members
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Company
Cox Enterprises
Cox Enterprises is a communications, media, and automotive services company.
10001+ employees
H1B Sponsorship
Cox Enterprises has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (4)
2022 (7)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$1.7M2014-12-15Grant· $1.7M
Leadership Team
Alexander Taylor
Chairman and Chief Executive Officer
Patrick O'Boyle
Senior Vice President of Corporate Development
Recent News
2026-01-07
Dayton Daily News
2025-12-11
Company data provided by crunchbase