Business Intelligence (BI) Specialist

SUMMARY:
We are seeking a Business Intelligence (BI) Specialist responsible for providing end-to-end CRM reporting, dashboards, and workforce management insights to support informed business decision-making. This role will design, develop, and maintain CRM data visualisations, dashboards, and operational reports while ensuring the accuracy and relevance of workforce management data to improve efficiency across business units.

POSITION INFO:

Key Requirements:

• Bachelor’s Degree in Information Systems, Data Analytics, Business Intelligence, or a related field.
• 3+ years of experience in BI reporting and dashboard development, with a strong focus on CRM systems.
• Proficiency in BI tools (e.g., Power BI, Tableau, QlikView, or similar) for report and dashboard creation.
• Strong SQL skills for data extraction, transformation, and analysis.
• Experience with CRM platforms (e.g., Salesforce, HubSpot, MS Dynamics).
• Understanding of workforce management principles and reporting needs.
• Excellent analytical and problem-solving skills, with attention to detail.
• Ability to work with cross-functional teams, gathering requirements and translating them into reporting solutions.
• Strong communication and presentation skills to deliver insights to stakeholders effectively.

Key Responsibilities:

• Develop, implement, and maintain CRM dashboards and reports to support Sales, Marketing, and Customer Support teams.
• Translate business requirements into insightful, user-friendly dashboards and data models.
• Analyse CRM data to track pipeline health, customer behaviours, conversion metrics, and sales effectiveness.
• Support workforce management reporting, including capacity planning, productivity tracking, and scheduling analysis to optimise staffing levels.
• Ensure CRM data integrity, conduct regular data quality checks, and identify gaps or inconsistencies for resolution.
• Build automated reporting processes to improve turnaround times and accuracy of reports.
• Partner with business stakeholders to identify reporting needs and deliver actionable insights to support business strategies.
• Maintain documentation of report logic, dashboard structures, and data lineage for business continuity.
• Present insights clearly to non-technical stakeholders, enabling informed decision-making.
• Monitor CRM system updates and enhancements to align reporting with system changes.