Job Title

We are seeking a skilled and detail-oriented BI Data Engineer to support data-driven decision-making within our call centre operations. The successful candidate will be responsible for designing and maintaining data pipelines, developing robust data models, and delivering insightful dashboards and reports that drive performance, operational efficiency, and customer experience improvements.This role combines data engineering and business intelligence expertise to ensure reliable, accurate, and scalable analytics solutions.Key Job - ResponsibilitiesDesign, build, and maintain ETL/ELT pipelines for call centre and customer service dataIntegrate data from telephony systems, CRM platforms, workforce management, and other operational systemsDevelop and optimize data warehouse structures and dimensional data modelsCreate and maintain interactive dashboards and automated reports (Power BI, Tableau, Qlik)Monitor and ensure data accuracy, integrity, and performanceAnalyse operational metrics and provide actionable insights to leadershipSupport forecasting, workforce planning, and performance optimization initiativesCollaborate with Operations, WFM, QA, and IT teams to define and implement KPI reporting standardsKey RequirementsProven experience as a BI Data Engineer, BI Analyst, or Data Engineer, preferably within a call centre or customer service environmentStrong SQL skills (advanced querying, optimization, data transformation)Hands-on experience with BI tools (Power BI (DAX) , Tableau, Qlik, or similar)Experience building and maintaining data pipelines and data warehouse solutionsProficiency in Excel (advanced formulas, pivot tables, data analysis)Experience with cloud platforms (AWS, Azure, or GCP) would be good.Strong analytical thinking and problem-solving abilityExcellent communication and stakeholder engagement skills