Lead Data Analyst - Business Intelligence & Call Center Analytics

Job Description

Job Description

We are looking for a sharp, analytical, and highly motivated *Lead Data Analyst* to help build and lead the Business Intelligence and Data Analytics function for our growing health insurance call center.

This is *not simply a reporting position*.

We are looking for someone who can take ownership of our data environment, develop dashboards and reporting infrastructure, identify opportunities within the business, and ultimately help build an analytics department around them.

You will work directly with senior leadership across operations, sales, marketing, and finance to answer three important questions:

*What is happening? Why is it happening? What should we do about it?*

The right candidate combines strong technical ability with business thinking. You should be comfortable working hands-on with data today while having the ambition and leadership ability to eventually *build processes, establish reporting standards, and lead additional analysts as the department grows.*

## What You'll Own

### Business Intelligence & Reporting

* Build and maintain interactive dashboards using *Power BI and Tableau*

* Develop the company's core KPI reporting infrastructure

* Create executive-level daily, weekly, and monthly reporting

* Establish standardized reporting definitions and data-quality controls

* Automate reporting processes currently dependent on manual spreadsheets

* Develop dashboards that allow leadership to quickly identify opportunities and problems

### Call Center & Sales Analytics

Analyze performance across areas including:

* Leads received

* Contact rates

* Transfer rates

* Conversion rates

* Sales volume

* Agent and team performance

* Lead source/vendor performance

* Cost per acquisition

* Sales revenue and premium production

* Customer retention and cancellation trends

* Quality and compliance performance

* Marketing campaign performance

* Productivity and operational efficiency

The goal isn't simply to report these numbers. We want you to *find the story behind the numbers.*

## Data & Systems

You will help organize and connect data coming from multiple parts of the organization, including:

* CRM systems

* Call center/dialer platforms

* Lead vendors

* Marketing platforms

* Sales databases

* Excel and Google Sheets

* Quality assurance systems

* Financial and operational reporting

You'll help us move toward a more centralized and automated analytics environment where leadership can trust the numbers and access information quickly.

## Leadership & Department Development

This is where this opportunity is different from a traditional Data Analyst position.

You will have the opportunity to *help build the analytics department from the ground up.*

Responsibilities will include:

* Establishing reporting standards and KPI definitions

* Determining which dashboards and reports leadership should use

* Creating processes for data validation and accuracy

* Developing scalable reporting infrastructure

* Identifying opportunities for automation

* Creating documentation for analytics processes

* Working with department leaders to determine their reporting needs

* Prioritizing analytics projects based on business impact

* Helping recruit, train, and eventually manage additional analytics/reporting team members as the function grows

We want someone who can eventually become the internal *go-to person for data and business intelligence.*

## Required Skills

* Strong hands-on experience with *Microsoft Power BI*

* Experience with *Tableau*

* Advanced *Excel* skills, including PivotTables, XLOOKUP/VLOOKUP, formulas, data cleaning, and large datasets

* Strong understanding of dashboard design and data visualization

* Experience analyzing large datasets and identifying meaningful patterns

* Strong understanding of KPIs and performance reporting

* Ability to translate business questions into analytical solutions

* Strong attention to detail and data accuracy

* Ability to clearly communicate findings to senior leadership

* Strong problem-solving skills

* Ability to work independently and take ownership of projects

## Highly Preferred Skills

Experience with any of the following is a major plus:

* *SQL*

* Python or other data-analysis tools

* Data modeling

* API integrations

* ETL/data transformation

* CRM reporting

* Call center or dialer analytics

* Sales analytics

* Lead-generation analytics

* Marketing attribution

* Healthcare or health insurance data

* AI-assisted analytics and reporting automation

## Who We're Looking For

We're looking for someone who is *technically strong, ambitious, curious, and wants ownership.*

You may be a great fit if you're the type of person who sees a KPI change and immediately starts investigating *why*.

We want someone who:

* Thinks analytically and asks great questions

* Finds patterns other people miss

* Enjoys turning messy data into clear answers

* Can communicate with both technical and non-technical people

* Challenges assumptions when the data tells a different story

* Learns new technology quickly

* Takes ownership instead of waiting to be told what report to run

* Wants direct exposure to senior leadership and business decisions

* Is interested in AI, automation, and modern analytics tools

* Wants the opportunity to *build something rather than inherit an established analytics department*

* Has the potential and desire to *lead a team as the company grows*

## What Success Looks Like

A traditional analyst might tell us:

*"Conversion dropped from 18% to 14%."*

Our Lead Data Analyst should be able to tell us:

*"Conversion dropped primarily because Lead Source B declined, three agents experienced unusually low contact rates, and evening leads converted materially worse than morning leads."*

And eventually:

*"Here's what I recommend we change, here's how we'll measure whether it worked, and here's the dashboard leadership can use to monitor it."*

That's the level of ownership and thinking we're looking for.

## Why This Opportunity Is Different

You won't be one analyst buried inside a large corporate reporting department.

You'll work directly with senior leadership and have the opportunity to influence decisions across sales, marketing, operations, and finance.

More importantly, you'll have the opportunity to *build the company's analytics function.*

For the right person, this role can develop from:

*Lead Data Analyst → Analytics/BI Manager → Head of Business Intelligence & Analytics*

If you're technically strong, commercially curious, and want the opportunity to build a department while making a measurable impact on a growing business, we'd like to hear from you.